Audrey Hockerson
Stockbridge,Ga
Summary
Accomplished financial services professional with over 10 years of experience in mortgage lending and member support, recognized for a proven track record in leading high-performing teams and streamlining operations to achieve efficiency. Expertise in ensuring regulatory compliance while driving process improvements that significantly enhance member satisfaction. Committed to mentoring team members and fostering a culture of excellence that consistently exceeds performance targets and contributes to organizational success. A results-oriented approach combined with a deep understanding of the financial landscape positions as a valuable asset in any dynamic environment.
Overview
9
9
years of professional experience
Work History
Member Service Representative IV – Mortgage Loan Originator
Navy Federal Credit Union
Atlanta, Ga
12.2021 - Current
- Managed daily branch operations, opened/closed branch, and supervised cash vaults in daily transactions while maintaining zero loss events.
- Trained and mentored team members, contributing to branch performance.
- Originated VA and Conventional mortgages as NMLS-registered loan officer.
- Ensured strict adherence to NCUA, BSA/AML, and internal audit requirements, maintaining 100% compliance in audits.
- Resolved escalated concerns with empathy and efficiency, driving repeat member engagement and loyalty.
Member Care Agent
Delta Community Credit Union
Atlanta, Ga
01.2017 - 10.2021
- Exceptional Member Care Agent who accurately processed consumer loan applications, analyzed financial portfolios and established & maintained member relationships.
- Resolved all member concerns to include, financial education, online self-service options and proper record retention.
- Served as branch vault custodian to ensure necessary cash on hand for day-to-day operations, while resolving any discrepancies for individual cash boxes and on-site ATMs.
Education
Masters Business Administration - Human Resources
American Intercontinental University
05.2023
Skills
- Customer Service
- Communication
- Digital Literacy
- Attention to Detail & Accuracy
- Problem-solving & Analytical Thinking
- Compliance & Ethics
- Teamwork
Timeline
Member Service Representative IV – Mortgage Loan Originator
Navy Federal Credit Union
12.2021 - Current
Member Care Agent
Delta Community Credit Union
01.2017 - 10.2021
Masters Business Administration - Human Resources
American Intercontinental University