Mounia Pino
Summary
With 13 years of experience in banking, I have learned the importance of leading with compassion and positivity. I prioritize effective communication, fairness, integrity, and accountability to create a supportive and vibrant work environment. My goal is to guide my team thoughtfully, ensuring that each team member feels valued and has opportunities to grow both personally and professionally.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Member Service Representative/MLO
Navy Federal Credit Union
08.2023 - Current
- Expedite problem resolution for increased member satisfaction, utilizing strong communication and negotiation skills.
- Improve member satisfaction by promptly addressing concerns and providing efficient solutions.
- Collaborate with cross-functional teams to implement process improvements, streamlining workflows for optimal efficiency.
- Manage escalated issues adeptly, negotiating resolutions that balanced both member needs and business objectives.
- Foster a positive working environment through regular feedback sessions and encouragement of open communication among team members.
- Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Respond to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintain up-to-date knowledge of product and service changes.
- Demonstrate commitment to excellence in member service by consistently meeting or exceeding performance targets.
- Promote superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and provided backup support for organizational leadership.
Member Service Representative III/MLO
Navy Federal Credit Union
08.2015 - 08.2023
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
- Participated in community outreach events as a representative of the credit union, promoting its mission and values within the local area.
- Advised borrowers on strategies for improving credit scores in preparation for future home purchases or refinancing opportunities.
- Educated borrowers on various loan products, enabling them to make informed decisions about their financial futures.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Partnered with other departments facilitating smooth resolution of complex cases resulting in improved member experience.
Education
High School Diploma -
Smithfield High School
Smithfield, VASkills
- Strong empathy
- Customer service expertise
- Exceptional communication
- Training and mentoring
- Performance tracking
- Teamwork and collaboration
- Problem-solving skills
- Time management
- Multitasking Abilities
- Relationship building
- Verbal and written communication
- Conflict resolution
Accomplishments
- Successfully attained Special Service Performance (SSP) through consistent demonstration of high-level performance.
- Earned BES recognition by attaining a score of 100% in all four categories.
Certification
- Communication certification
Languages
English
Native or Bilingual
Timeline
Senior Member Service Representative/MLO
Navy Federal Credit Union
08.2023 - Current
Member Service Representative III/MLO
Navy Federal Credit Union
08.2015 - 08.2023
High School Diploma -
Smithfield High School
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