Yachacita (Diana) Thomas
Pensacola,FL
Summary
At Navy Federal Credit Union, excelled as a Member Service Representative III for over 17 years, mastering product knowledge and account management to enhance member satisfaction. Demonstrated exceptional problem-solving and communication skills, significantly contributing to team productivity and maintaining compliance with regulatory standards. Proficient in Microsoft Office and adept at learning new technologies swiftly. Results-driven professional focused on delivering exceptional support for member needs. Successfully manages concerns and resolves conflicts to maximize member satisfaction. Offers strong background in member relations and communication.
Overview
17
17
years of professional experience
Work History
Member Service Representative III
Navy Federal Credit Union
04.2007 - Current
- Help large volume of member every day with positive attitude and focus on member satisfaction.
- Provide exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Respond to member calls, eMessage and Chat regarding questions about products and services.
- Enhance member satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintain high-quality service by adhering to company policies and standards in all member interactions.
- Assist members with account management, including researching transactions, updating personal information and setting up automated credit card payments.
- Assist employees with manual driven questions, system access, and approve procedures for MSR's that require a supervisor's approval via Tier 1 Assist Line.
- Provide first-call member service assisting members with their checking accounts, savings, credit card account inquires, balance transfers, payments, payment reversal, cash advances, rewards redemption, payment reversal, authorized users, researching accounts an other member request via phone and messing platforms.
- Learn and maintain in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse members questions.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Experience navigating multiple screens and applications
- Consistently meet or exceed performance metrics through proactive management of workload and effective prioritization.
- Serves as a Navigate for new hires sharing best practices contributing towards increased productivity among team members.
- Develop comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Ensure compliance with regulatory requirements during all member interactions safeguarding both the organization''s reputation.
- Educate and engage members with new products, services and credit card promotion offers.
- Work independently, exercising judgement, logic, integrity and initiative.
- Effective organization, time management, and problem-solving skills.
- Very quick to learn and adapt to new technologies.
- Followed up with members about resolved issues to maintain high standards of member services.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize members needs.
Education
High School Diploma -
Booker T. Washington High School
Pensacola, FL05.1997
Skills
- Credit Union Knowledge
- Account Management
- Product Recommendations
- Policy understanding
- Problem Resolution
- Calm and Professional Under Pressure
- Computer Skills
- Microsoft Office
- Understanding Customer Needs
- Product Knowledge
- Data Entry
- Professional telephone demeanor
- BlueZone Sessions 1 and 2 Green Screens
- OneView
- Member 360 View
- TCS
- Comment Generator
- Online Communication
- Credit Card Payment Calculator
Accomplishments
- Tier 1 Assist Line/ In Group Assist MSR.
- eMessaging and Chat Platform.
- MSR Navigator
- Exceeds PAR consecutive years
- Remote Teleworker
- Continuous Member Compliments
- Volunteer in the Community
- Participate in Navy Federal Forums
- Continuing education with Learning and Development classes and job shadows
- Manage a high-volume workload within a deadline-driven environment
Timeline
Member Service Representative III
Navy Federal Credit Union
04.2007 - Current
High School Diploma -
Booker T. Washington High School
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