Sara M. Gandy
Pensacola,FL
Summary
With over a decade of progressive experience at Navy Federal Credit Union, a resourceful and compassionate financial services professional. Expertise in fraud prevention, dispute resolution, and providing empathetic support for bereaved family members. Known for navigating complex situations with sensitivity, maintaining strict confidentiality, and delivering exceptional member service consistently.
Overview
10
10
years of professional experience
Work History
Survivor Support Case Management Specialist-I
Navy Federal Credit Union
06.2024 - Current
- Serve as the primary point of contact for bereaved family members, assisting with account closures, claims, and disbursements
- Ensure compliance with policy and legal requirements in managing sensitive financial accounts
- Coordinate with legal representatives, estate executors, and internal teams for seamless case resolution
- Maintain accurate and thorough documentation for all interactions and case progress
- Provide empathetic support, navigating emotionally difficult circumstances with professionalism
- Stay current on regulatory and policy updates to provide accurate guidance
Member Service Representative IV
Navy Federal Credit Union
03.2018 - 06.2024
- Investigated and resolved complex fraud and dispute claims involving credit cards, debit cards, Zelle, and ACH transactions
- Acted as a liaison between departments to ensure swift and accurate resolution of fraud/dispute cases
- Delivered education on digital security and fraud prevention, enhancing member awareness
- Assisted members experiencing financial stress with professionalism and compassion
Member Service Representative III
Navy Federal Credit Union
06.2017 - 03.2018
- Managed complex fraud and dispute cases with a focus on efficient service and resolution
- Promoted cross-functional communication to support timely and effective case handling
Member Service Representative II
Navy Federal Credit Union
12.2015 - 06.2017
- Dual-skilled in fraud/dispute processing and credit card servicing
- Educated members about the dispute process while managing fraud reports and investigations
- Assisted with member inquiries and credit card applications
Member Service Representative I
Navy Federal Credit Union
12.2014 - 12.2015
- Delivered first-call resolution on credit card servicing, applications, and payments
- Consistently upheld a member-first service philosophy
Education
Associate of Science - Business Administration
Pensacola State College
Pensacola, FL05-2026
Skills
- Fraud & Dispute Resolution
- Debit/Credit Card Expertise
- Empathetic Member Support
- Case Management & Documentation
- Compliance & Policy Adherence
- Cross-functional Team Collaboration
- Conflict Resolution & Problem Solving
- Digital Security & Fraud Education
- Contact Center Systems & Tools
Timeline
Survivor Support Case Management Specialist-I
Navy Federal Credit Union
06.2024 - Current
Member Service Representative IV
Navy Federal Credit Union
03.2018 - 06.2024
Member Service Representative III
Navy Federal Credit Union
06.2017 - 03.2018
Member Service Representative II
Navy Federal Credit Union
12.2015 - 06.2017
Member Service Representative I
Navy Federal Credit Union
12.2014 - 12.2015
Associate of Science - Business Administration
Pensacola State College
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