Mompy Saikia Sonowal
Bristow,VA
Summary
Member Service Representative III with demonstrated experience aligned to MSR Lead responsibilities, including advanced transaction processing, audit support, mentoring, and operational oversight. Trusted to strengthen member relationships, support branch productivity, and uphold NWFCU policies, procedures, and NCUA/BSA regulatory standards. Recognized for accuracy, sound judgment, and leadership support while maintaining the MSR III role.
Overview
2
2
years of professional experience
Work History
Member Service Representative III (MSR III)
Northwest Federal Credit Union
Manassas, VA
09.2024 - Current
- Deliver personalized service to strengthen member and business relationships while maintaining confidentiality and professionalism.
- Process member financial transactions accurately and efficiently, ensuring daily balancing and resolution of discrepancies.
- Take consumer loan applications in compliance with NWFCU lending policies and regulatory requirements.
- Identify and recommend appropriate financial products and services based on member needs.
- Meet or exceed individual and team performance metrics, including sales and service scorecards.
- Perform branch opening procedures under dual control with management.
- Assist management with operational audits including ATM, vault, branch key, and safe deposit box (SDB) audits.
- Support resolution of escalated member requests using sound judgment and diplomacy.
- Provide notary services in accordance with NWFCU policies and regulatory requirements.
- Mentor new hires by supporting onboarding and helping them understand branch processes and systems.
Customer Relationship Manager
The Teaching Company (The Great Courses)
Chantilly, VA
11.2023 - 08.2024
- Managed customer relationships, resolved issues, and provided product recommendations.
- Processed high-volume transactions accurately while adapting to frequent policy updates.
- Utilized CRM tools and Microsoft Office to support performance metrics and service delivery.
Education
M.A. - Criminology
GGSIP University
B.A. - Law
Assam University
Skills
- Member & Business Relationship Building
- Advanced Transaction Processing & Branch Balancing
- Consumer Loan Application Support (Policy & Procedure Driven)
- Needs-Based Sales & Product Referrals
- MSR I–III Support & Mentoring
- Branch Operations, Dual Control & Opening Procedures
- ATM, Vault, Key & SDB Audits
- Escalated Member Issue Resolution
- Regulatory Compliance (BSA, NCUA)
- Notary Services
- Core Processing Systems & Microsoft Office
Languages
English (Fluent)
Hindi (Fluent)
Bengali (Conversational)
Timeline
Member Service Representative III (MSR III)
Northwest Federal Credit Union
09.2024 - Current
Customer Relationship Manager
The Teaching Company (The Great Courses)
11.2023 - 08.2024
B.A. - Law
Assam University
M.A. - Criminology
GGSIP University