Lora Selman
Luray,VA
Summary
Dynamic professional with extensive experience at Navy Federal Credit Union, excelling in customer service and incident management. Proven ability to build strong relationships and enhance client satisfaction through effective communication and problem-solving. Detail-oriented and reliable, with a strong focus on compliance and operational planning to ensure safety and efficiency.
Overview
5
5
years of professional experience
Work History
Loan Protection Specialist
Navy Federal Credit Union
11.2024 - Current
- Provided VIP protection services, ensuring the safety of clients and their assets.
- Conducted thorough investigations into reported incidents, promptly resolving concerns.
- Demonstrated exceptional attention to detail by thoroughly inspecting claims, identifying any potential issues before they became critical concerns.
- Cultivated strong relationships with clients and team members through open communication and consistent reliability in delivering exceptional services.
- Streamlined communication between team members and collaboration for overall efficiency.
- Maintained accurate records of incidents ensuring comprehensive documentation was readily accessible for future reference.
- Delivered top-notch customer service by addressing client inquiries professionally and expediently, instilling confidence in the provided protection services.
- Participated in ongoing training opportunities (both mandatory and elective) to further develop skills.
Member Service Representative III
Navy Federal Credit Union
03.2021 - 11.2024
- 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.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- 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.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Collaborated with team members to ensure seamless operations during peak hours or staff shortages.
- Verified customer identification and documentation for compliant transactions; Titles trained
Administrative Assistant
Valley Administrative Services
06.2020 - 03.2021
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
Education
MBA - Organizational Development
Eastern Mennonite University
Harrisonburg, VA08-2026
Bachelor of Science - Management & Organizational Development
Eastern Mennonite University
Harrisonburg, VA 08-2015
Skills
- Detail-oriented
- Compliance monitoring
- Teamwork and collaboration
- Customer service
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Excellent/effective communication
- Adaptability and flexibility
- Professional ethics
- Self motivation
- Goal setting
- Professionalism
Accomplishments
- Achieved strong team work through effectively helping with regular teach-backs on newly introduced skills/programs.
- Collaborated with team of 12 in the introduction and effective utilization of flex time.
Timeline
Loan Protection Specialist
Navy Federal Credit Union
11.2024 - Current
Member Service Representative III
Navy Federal Credit Union
03.2021 - 11.2024
Administrative Assistant
Valley Administrative Services
06.2020 - 03.2021
MBA - Organizational Development
Eastern Mennonite University
Bachelor of Science - Management & Organizational Development
Eastern Mennonite University
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