Tytiana Filmore
Jacksonville
Summary
Results-driven financial services professional with over five years of experience in customer relations, risk mitigation, and financial collections. Led cross-departmental projects and served as Team Lead, enhancing business collections and recovery operations. Strong background in conflict resolution and analytical problem-solving, focused on delivering exceptional member experiences while safeguarding organizational assets.
Overview
6
6
years of professional experience
Work History
Member Solutions Representative I / Team Lead
VyStar Credit Union
Jacksonville
03.2024 - Current
- Resolved complex, high-stakes member escalations with empathy and professionalism, turning tense interactions into positive retention opportunities.
- Negotiated structured repayment arrangements with members, providing tailored credit counseling and facilitating sustainable financial solutions.
- Led daily team operations and provided strategic guidance to peers, directly driving team adherence to service standards and performance metrics.
- Served as primary operational backup for business collections and recovery, supporting specialized account resolutions and enhancing asset recovery efforts.
- Maintained high-volume account data across multiple complex banking systems, ensuring meticulous documentation and compliance with financial regulations.
Relationship Specialist
VyStar Credit Union
Jacksonville
06.2022 - 03.2024
- Delivered comprehensive financial services and teller operations, consistently educating members on products to support branch growth and sales goals.
- Cultivated and retained high-value banking relationships through proactive communication, conflict resolution, and dedicated service.
- Leveraged data tools including Excel and Power BI to analyze daily operational workflows and optimize branch reporting efficiency.
Collector
FIS
Jacksonville
08.2020 - 06.2022
- Negotiated mutually beneficial repayment terms on delinquent auto and mortgage loan accounts, significantly reducing delinquency rates.
- Accelerated the onboarding of junior representatives by providing direct mentorship on negotiation tactics and internal compliance guidelines.
- Coordinated seamlessly with external agencies while performing precise account updates and data entry under tight deadlines.
Customer Service Representative (Contract)
GC Services
Jacksonville
04.2020 - 07.2020
- Managed high-volume inbound customer portfolios, resolving complex inquiries to meet client SLA guidelines and enhance customer satisfaction.
- Exceeded key performance indicators (KPIs) for quality assurance and call resolution times, contributing to improved customer experience in a high-pressure environment.
Education
High School Equivalency Degree (GED) -
Florida State College Of Jacksonville
Jacksonville, FLSkills
- Payment Processing
- Account Resolution
- Customer Retention
- Escalation Handling
- Data Management
- Power BI Analytics
- Microsoft Excel
- Risk Management
- Team Leadership
- Mentorship
- Peer Training
- Customer Engagement
Core Competencies
Team Leadership, Escalation Handling, Peer Training & Mentorship, Business Collections, Account Resolution, Asset Protection, Risk Management, Advanced Data Entry (96 WPM), Microsoft Excel, Power BI Analytics
Timeline
Member Solutions Representative I / Team Lead
VyStar Credit Union
03.2024 - Current
Relationship Specialist
VyStar Credit Union
06.2022 - 03.2024
Collector
FIS
08.2020 - 06.2022
Customer Service Representative (Contract)
GC Services
04.2020 - 07.2020
High School Equivalency Degree (GED) -
Florida State College Of Jacksonville