Genesis Lee
Summary
Dedicated and detail-oriented MSR III with a strong background in branch operations, member service, and financial transaction accuracy. Known for consistently demonstrating Navy Federal's Do, Learn, Grow mindset, and delivering high-quality support in fast-paced environments. Experienced in reviewing documentation, guiding members through complex processes, and ensuring compliance with internal policies and federal regulations. Seeking to transition into the Mortgage Loan Processor role to leverage my analytical skills, member-focused approach, and passion for supporting members through major financial decisions.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Member Service Representative III
Navy Federal Credit Union
09.2022 - Current
- Independently assist members with complex account servicing needs, while ensuring accuracy, compliance, and adherence to NFCU standards.
- Conduct in-depth reviews of member documentation to ensure completeness and data integrity.
- Maintain a strong working knowledge of regulations, verification processes, and security protocols.
- Perform high-accuracy transactions and specialized account maintenance.
- Serve as a point of escalation for operational questions and member concerns, resolving issues promptly and professionally.
- Collaborate across departments to ensure seamless member experiences, and compliance with internal procedures.
Member Service Representative II
Navy Federal Credit Union
09.2022 - Current
- Assisted members with loan applications, provided general loan guidance, and helped gather required documentation for various lending products.
- Demonstrated consistent accuracy in data entry, verification, and system processing.
- Maintained a member-first mindset, and contributed to branch performance goals.
- Developed strong problem-solving abilities through complex member situations and policy-based resolutions.
Skills
- High-accuracy documentation review and verification
- Ability to explain complex financial information in clear, member-friendly language
- Strong relationship-building skills
- Proficient with automated systems, internal platforms, and data entry tools
- Documentation collection and accuracy
- Guide members step-by-step through processes, terms, and complex financial information
- Strong understanding of basic lending concepts
- Consistent application of compliance, regulatory, and policy requirements
- Proven ability to manage competing priorities and high-volume workflows
- Skilled in clear, consistent follow-up
- Understanding of loan conditions and lending principles
Certification
Texas Notary Public
Timeline
Member Service Representative III
Navy Federal Credit Union
09.2022 - Current
Member Service Representative II
Navy Federal Credit Union
09.2022 - Current