Summary
Overview
Work History
Education
Skills
Certification
Languages
Personal Information
References
Timeline
Generic

Mosa Jonathan

Centreville

Summary

Account Management Representative with 13 years of experience in delivering tailored support to individual and business members. Expertise in analyzing business data and creating targeted campaigns that improve member experience. Strong background in customer service, sales, and marketing, with a focus on membership acquisition and retention. Currently pursuing an M.B.A. in Business Management and Supervision, demonstrating commitment to professional growth.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Business Membership Representative III

Navy Federal Credit Union
Vienna
04.2023 - Current
  • Provide personalized support to business members by addressing inquiries and resolving issues.
  • Assist in onboarding new memberships through information on product features and functionality.
  • Manage portfolio of 10 business accounts daily, ensuring customer satisfaction and retention.
  • Create and maintained detailed account records, including contact information and service requests.
  • Collaborate with cross-functional teams to address complex member problems and escalate when necessary.
  • Participate in weekly team meetings to share best practices and brainstorm solutions collectively.
  • Analyze business data to identify trends for improvement and enhance member experience.
  • Partner with marketing team to develop campaigns for increasing business member engagement.

Member Service Representative III with Digital and Resolution skills

Navy Federal Credit Union
Vienna
08.2020 - 04.2023
  • Managed high-volume phone and written inquiries related to personal and business memberships.
  • Recommended products and services, effectively cross-selling to members and prospects.
  • Researched and resolved client conflicts swiftly to uphold credit union memberships.
  • Assisted members with account inquiries using various banking software systems.
  • Trained new staff on procedures, policies, and member service best practices.
  • Mentored peers and new hires on call script usage, and conflict resolution techniques, to enhance customer satisfaction.
  • Oversaw Zelle launching, reported glitches, and system errors.

Member Service Representative III / Business Specialist/ MLO Branch

Navy Federal Credit Union
Reston
05.2018 - 08.2020
  • Provided comprehensive product, service, and policy information to members regarding business and lending.
  • Handled inquiries related to loan applications and processing statuses while addressing concerns.
  • Reviewed business and mortgage loan applications to ensure compliance with federal guidelines.
  • Processed credit card applications efficiently while adhering to regulatory standards.
  • Implemented automatic payment options to streamline member payment processes.
  • Monitored account irregularities to identify potential fraud or abuse, taking necessary actions.
  • Counseled members on products while identifying opportunities for cross-selling services.
  • Trained and mentored new hires to improve team performance.

Member Service Representative I & II

Navy Federal Credit Union
Vienna
11.2016 - 05.2018
  • Handled phone calls and written inquiries regarding membership concerns and complaints.
  • Provided detailed information on membership fees, policies, and available services.
  • Listened actively to members to identify and address their needs.
  • Recommended and cross-sold products and services to enhance member satisfaction.
  • Investigated and resolved membership and payment issues promptly.
  • Assessed member eligibility and processed payments and applications efficiently.
  • Documented all inquiries meticulously while maintaining accurate membership records.
  • Supported new hires by answering questions and guiding them in member assistance.

Education

M.B.A. - Business Management and Supervision

Laurel Ridge Community College
Laurel Ridge, Virginia
08-2026

Bachelor's degree - Public Relations

Ohio Dominican University
Columbus, OH
05.2008

Skills

  • Presentation Skills
  • Blogging
  • CRM software
  • Negotiation
  • Fundraising
  • Microsoft Excel
  • Microsoft Powerpoint
  • Technical Support
  • Microsoft Office
  • Media Relations
  • Communication skills
  • Nutrition
  • Business Analysis
  • Fraud
  • Social Media Management
  • Document review
  • Administrative experience
  • Catering
  • Research
  • Account Management
  • Food safety
  • Marketing
  • Typing
  • Food preparation
  • Content Creation
  • Customer support
  • Babysitting
  • Mentoring
  • Event Planning
  • Microsoft Access
  • Public Relations
  • Childcare
  • Time management
  • Microsoft Outlook
  • Merchandising
  • Driving
  • Customer service

Certification

  • Certified Notary Public
  • ServSafe Food Handler, 2022 to 2024
  • Food handling certificate

Languages

Zulu, Intermediate

Afrikaans, Intermediate

North and South Sotho, Native 

Personal Information

Willing To Relocate: Anywhere

References

References available upon request.

Timeline

Business Membership Representative III

Navy Federal Credit Union
04.2023 - Current

Member Service Representative III with Digital and Resolution skills

Navy Federal Credit Union
08.2020 - 04.2023

Member Service Representative III / Business Specialist/ MLO Branch

Navy Federal Credit Union
05.2018 - 08.2020

Member Service Representative I & II

Navy Federal Credit Union
11.2016 - 05.2018

M.B.A. - Business Management and Supervision

Laurel Ridge Community College

Bachelor's degree - Public Relations

Ohio Dominican University

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