Submitted by: Phyllis, Mortgage Loan Specialist
22 years at Marine Federal
WHAT’S YOUR STORY? WHAT HAS LEAD YOU TO THIS POINT IN YOUR LIFE?
I started in the Phone Center in 1997, which is
now called the Member Interaction Center. Moved to the Mortgage Department as a
receptionist and from there, I closed, processed, and originated mortgage
loans. This is where I’m happy and content. Being in the Call Center is what lead me to an interest in loving a career in Mortgages. My time, experience, and work ethic have helped me to transition into this role.
HOW DO YOU MAKE BANKING EASY FOR MEMBERS?
I make banking easy by making people a priority and practicing the platinum rule by focusing on what members want, not what I think they want or need. When they are ready to apply, we are ready to take their applications. I think it’s very important to establish some kind of
rapport with them.
WHAT DO YOU LOVE ABOUT WORKING AT MARINE FEDERAL?
Marine FCU is a family oriented atmosphere, and I get a chance to make a difference in people’s lives.
WHAT DO YOU LIKE TO DO WHEN YOU’RE NOT IN THE OFFICE?
I enjoy my quality time with my husband, family, and friends, along with shopping and attending sports events.
Is there a surprising fact, skill, or talent that you have that not many people would know?
I am a recent graduate from a mortuary program.
What type of music do you listen to?
Christian, Acapella, and R&B.
Childhood dream job?
If you could share a meal with four people, living or dead, who would they be?
My Mother, Maya Angelou, Patti LaBelle, and Meghan Markle.
TELL US ABOUT A TIME YOU’VE MADE AN IMPACT
I received a call from the front desk regarding a member with questions about a cash out VA refinance. I walked the members to my office and basically asked “How can I help you?” He then said “You did our previous loan years ago, Phyllis; it’s okay if you don’t remember us.” And to be honest, I did not remember them. After listening to the member ask about a VA no cash out refinance, I asked if he heard of the IRRRL (Interest Rate Reduction Refinance Loan)? He said no, so I began explaining what a VA IRRRL was. He thanked me for saving him thousands of dollars. He expressed how grateful and overjoyed they both were with the service I provided. To make a long story short, he came back to do a lot purchases. The impact was the memory of receiving positive service.