Summary
Overview
Work History
Education
Skills
Timeline
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Elizabeth Kavanagh

Richmond Hill,GA

Summary

Dedicated military spouse with a passion for delivering exceptional member service. Committed to supporting organizational success and consistently recognized for contributions to goals and service excellence. Recipient of a President's Award for Service Excellence and five Sustained Superior Performance Awards. Known for maintaining a high level of professionalism and member service, leading to increased responsibilities acknowledged by management.

Overview

11
11
years of professional experience

Work History

Member Service Representative V CCO – MLO

Navy Federal
12.2020 - Current
    • Educate and advise members on mortgage options
    • Help large volume of customers every day with positive attitude and focus on customer satisfaction.
    • Serve as a Mortgage Servicer, Navigator, and Assist Line Representative
    • Assist with members payments, transfers, online banking, account maintenance, and product recommendation
    • Provided member solutions within the Fraud and Digital Department
    • Assisted the Certificates Department when call volume is high
    • Earned two Sustained Superior Performance Award
    • Met customer call guidelines for service levels, handle time and productivity.
    • Handled complaints with prompt, courteous service to uphold professional reputation.

Member Service Representative III – MLO

Navy Federal
04.2016 - 02.2020
  • Provided exceptional member service in branch consisting of deposits, withdraws, account servicing, maintenance, and product recommendations
  • Verified customer identification and documentation for compliant transactions and when needed completed CTR and SAR
  • Assisted the branch in meeting and exceeding branch targets by creating multiple GEM boards motivating team members to strive for branch goals
  • Served as Mortgage Loan Originator, IRA Specialist, and Vault Custodian
  • Opened and closed the branch
  • Verified and balanced branch cash to include ATM and bank vault
  • Mentored and trained new employees
  • Served as Notary and Medallion Signature Guarantee
  • Ordered branch supplies and assisted with branch cash ordering
  • Prevented the deposit of fraudulent checks by being detailed oriented and following all guidelines and procedures
  • Earned the President's Award for Service Excellence and two Sustained Superior Performance Awards
  • Received Diamond status for Realty Plus referrals

Member Service Representative II

Navy Federal
07.2014 - 03.2016
  • Provided exceptional member service in branch consisting of deposits, withdraws, account servicing, maintenance, and product recommendations
  • Verified customer identification and documentation for compliant transactions and when needed completed CTR and SAR
  • Assisted the branch in meeting and exceeding branch targets
  • Served as Vault Custodian
  • Opened and closed the branch
  • Verified and balanced branch cash to include ATM and bank vault
  • Mentored and trained new employees
  • Ordered branch supplies and assisted with branch cash ordering
  • Served in leadership position in their absence
  • Earned Sustained Superior Performance Award

Education

BACHELOR'S DEGREE - FINANCE

Post University
Waterbury, CT
10.2024

Skills

  • Customer Service
  • Courteous and Professional
  • Computer and Technology Skills
  • Team Player
  • Communication
  • Leadership
  • Organizational
  • Attention to Detail
  • Self-Motivated
  • Time-Management
  • Adaptable
  • Problem Solving

Timeline

Member Service Representative V CCO – MLO

Navy Federal
12.2020 - Current

Member Service Representative III – MLO

Navy Federal
04.2016 - 02.2020

Member Service Representative II

Navy Federal
07.2014 - 03.2016

BACHELOR'S DEGREE - FINANCE

Post University

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Elizabeth Kavanagh