Janeth Zavala
Burke,VA
Summary
Results-driven professional with strong analytical and detail-oriented skills, adept at resolving complex problems. Proven ability to deliver high-quality work under tight deadlines while managing multiple tasks in both independent and team environments. Highly adaptable and self-motivated, with expertise in conducting thorough research and implementing effective organizational strategies. Skilled in building positive relationships with clients and colleagues through exceptional interpersonal and communication skills.
Overview
12
12
years of professional experience
Work History
Loan Protection Processor
Navy Federal Credit Union
07.2021 - Current
- Supported team members in their tasks, contributing to overall team success.
- Increased productivity by effectively managing workload and prioritizing tasks.
- Maintained accurate records and ensured timely completion of all necessary paperwork.
- Enhanced team collaboration, sharing best practices for efficient processing techniques.
- Analyzing information received and entering of
data into the claims database - Review new policies and procedures for
accuracy - Calling insurance companies/members to get
requires documents needed while providing
exceptional member service - Processing GAP claims within 4 business
days - Mentors new onboarding team members with
one-one counseling
Senior Member Service Representative
Navy Federal Credit Union
11.2014 - 07.2021
- Aligned department goals with overall organizational objectives, promoting a cohesive approach to achieving success.
- Maintained detailed records of transactions and interactions, ensuring seamless handover between team members as needed.
- Increased accuracy in account management, diligently verifying member information during transactions.
- Demonstrated commitment to excellence in member service by consistently meeting or exceeding performance targets.
- Mentors team members side-by-side and
provides one-on-one feedback - Advanced skill maintain composure in a high
production and changing environment - Significant experience in managing multiple
priorities independently and/or in a team
environment to achieve goals - Effective skill in using appropriate cross
serving techniques and member engagement
methods - Assists members with submitting mortgage
loans, consumer loans, overdraft protection,
credit card application, account adjustments
and experience on many different platform
functions - Provides critical thinking, research and
analysis to resolve problems and discrepancies
related to member accounts/loans
Senior Executive Loan Officer
One Main Finanical
01.2013 - 11.2014
- Built strong, trusting relationship with new and
existing customers by providing exceptional
services - Managed multiple tasks and transactions
simultaneously while demonstrating good
organization skills - Boosted operational efficiency through implementation of lean principles, resulting in reduced waste and improved production timelines.
- Consults with clients about their lending needs
to help them achieve their financial goals,
including the collection and analysis of
information about the client's financial
situation - Streamlined operations for increased efficiency by identifying bottlenecks in sales processes and implementing targeted solutions.
- Cultivated a culture of continuous improvement by promoting open communication channels for feedback from all levels within the organization.
- Negotiated favorable contract terms with vendors, leading to significant cost savings while maintaining product quality and timely delivery.
Skills
- Exceptional Customer Service
- Claims Processing & Analysis
- Team Leadership & Mentorship
- Effective Communication
- Problem Solving & Critical Thinking
- Data Entry & Database Management
Timeline
Loan Protection Processor
Navy Federal Credit Union
07.2021 - Current
Senior Member Service Representative
Navy Federal Credit Union
11.2014 - 07.2021
Senior Executive Loan Officer
One Main Finanical
01.2013 - 11.2014
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