Priscilla Chavez
Chula Vista,CA
Summary
Experienced with handling member inquiries and delivering comprehensive support. Utilizes excellent communication and problem-solving skills to resolve issues efficiently. Knowledge of fostering positive member relationships and enhancing service satisfaction.
Knowledgeable with proven background in enhancing member satisfaction and addressing concerns promptly. Possesses valuable experience in managing member inquiries and resolving issues efficiently. Demonstrated ability in effective communication and problem-solving to support team goals.
Professional with strong background in providing exceptional service and support in customer-focused environment. Expertise in resolving inquiries, managing accounts, and fostering relationships. Known for collaborative spirit and adaptability, consistently driving team success and positive outcomes. Skilled in communication, problem-solving, and multi-tasking in fast-paced settings.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
16
16
years of professional experience
Work History
Member Service Representative
Navy Federal Credit Union
11.2022 - Current
- Assisted customers with account inquiries and transactions, ensuring a high level of satisfaction.
- Resolved customer issues efficiently by utilizing conflict resolution techniques and bank policies.
- Educated clients on product offerings, promoting financial literacy and improving service utilization.
- Streamlined account opening processes, reducing wait times for customers and enhancing operational efficiency.
- Mentored junior staff on best practices in customer service and banking regulations to improve team performance.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- 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.
- Exhibited high energy and professionalism when dealing with clients and staff.
Member Service Representative- MLO/IRA
Southland Plaza
04.2019 - 11.2022
- Working for the largest credit union in the country I play a huge role as the face of an amazing financial institution. Members are top priority, and my goal is to service members with all their financial needs. I have great leadership skills and love to help with anything I can and love working as a team. Extremely motivated and well-rounded in every aspect and can adapt to any type of challenging situation. In the 6 years I've been employed with Navy Federal I've accomplished being MLO certified, IRA Specialist held business specialist role as well as vault custodian. Leadership tasks involving the branch as a team operationally and member centric. Committing not only to servicing our members, but also being a huge asset to my team by actively mentoring new team members and training MSR's who would like to grow with branch operations.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Member Service Representative- MLO/Business Specialist
El Cajon
12.2016 - 04.2019
- I started my NFCU career at the ELC branch, in 2 years I was able to excel in mentoring teammates and working together with leadership to learn branch operations while managing vault, ATMs, TCR's serving as vault custodian. Held Business Specialist role along with MLO Specialist.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
Member Service Representative
Bank Of America
05.2010 - 12.2016
- I started at Bank of America as a teller, and then was promoted to a Sales & Service Specialist after excelling in that role I was promoted to Member Service Representative. My duties were to service our customers and give them the best banking experience and help them with all of their financial needs. I am excellent with customer service and am highly driven, effective and very efficient.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
- Handled complaints with prompt, courteous service to uphold professional reputation.
Education
High School -
Bonita Vista
Bonita, CA01-2005
Skills
- Performs highly complex transactions in USD & Encore
- Able to balance all devices within the branch
- Operational efficiency & management
- Mentorship/Training MSR's
- Empowered with Problem handling/Member escalations
- Takes initiative/ownership/accountability
- Peer Coaching
- Call center experience
- Account management
- Dispute resolution
- Issue resolution
- Escalation handling
- Client education
- Sales strategy
- Workflow optimization
- Banking operations support
Language
English
Spanish
Timeline
Member Service Representative
Navy Federal Credit Union
11.2022 - Current
Member Service Representative- MLO/IRA
Southland Plaza
04.2019 - 11.2022
Member Service Representative- MLO/Business Specialist
El Cajon
12.2016 - 04.2019
Member Service Representative
Bank Of America
05.2010 - 12.2016
High School -
Bonita Vista
Expertise
- Operational Soundness
- IRA Specialist
- Mortgage Specialist
- Business Specialist
- Member Centric
- Job Knowledge
- Effectiveness/Efficiency