Experience

Scient Federal Credit Union

• United States
• Banking
• 1 - 100 Employee

• Member Services/Call Center Team Lead (Supervisor)

  • Oct 2016 - Present

  • Provide daily direction and communication to fellow Call Center Representatives, ensuring member service calls are answered in a timely, efficient and knowledgeable manner• Identify and implement methods to improve area operations and service of Credit Union members; relay information via briefs to the Director of Member Services/Call Center • Analyze procedures and serve as a liaison to 8 external departments to provide guidance in relation to departmental programs and processes • Member of strategic planning projects team dedicated to improving existing core systems within the Call Center and Credit Union as a whole• Function as a representative of the Credit Union to various vendors for the purpose of implementing new systems/services• Develop indoctrination and training programs for new Call Center Representatives, facilitating successful transition into the department• Maintain maximum security over valuables on hand. Validated established security procedures to ensure Credit Union security is maintained at all times• Coordinate department effort to meet and exceed Call Center performance goals, responsible for tracking both quantitative and qualitative data and submitting reports to Sales Team• Support all inbound and outbound Call Center/Member Services communications activity via phone, online banking, mobile application, email and fax; research and handle any escalated issues• Fulfill support role as a backup Deposit/Loan Operations Specialist for the Operations Department

• Member Services/Call Center Representative

  • Feb 2015 - Oct 2016

  • Responded to member inquiries initiated via the Member Services line (approx. 800/month)• Responded to online banking, mobile application and Silvercloud inquiries (approx. 200/month)• Responded to Overflow Call Center escalations (approx. 200/month) • Reviewed and approved membership applications via U-Open online platform (approx. 10/month)• Sold products and services to Scient membership and prospective members• Member of the Cavion Home Banking Conversion and Implementation team team; tested the new online banking system and mobile app, provided feedback regarding membership impact • Member of the Phoenix Core Conversion and Implementation Team; auditing system changes and identifying glitches to troubleshoot, training team members on the functionality and capability of the Phoenix system

• Staff Support Specialist

  • Aug 2013 - Feb 2015

  • Processed incoming loan payments and deposits (Range $20,000-$150,000 daily in value)• Responsible for all incoming and outgoing mail (for approx.18,000 credit union members and 60 employees) • Processed various Deposit and Loan Operations requests (wire transfers, ACH maintenance, tax levies, certificate renewals/closures, fee assessments, payment deferrals, DMV titles and member account changes etc.)• Processed employee financial reimbursements using a general batch ledger• Processed daily ACH payments and reports for loans sold to other financial institutions • Filed for Finance, Lending and Mortgage Departments and maintained member files within a secure vault



Naval Submarine Support Facility (New London Sub Base)

• Office Automation Clerk (Seasonal Intern; GS01-GS04 Grades)

  • Jun 2008 - Jan 2013

  • Assisted with the implementation and management of the Enterprise Safety Applications Management system for the command (approx. 600 records) • Assisted with the indoctrination and off-boarding processes for active duty military members and civilian Department of Defense employees • Scheduled safety training courses for active duty military members and civilian Department of Defense employees • Coordinated and operated the NSSF Safety Department booth for the Sub Base New London Annual Safety Fair (Civilian and military population approx. 10,000)