Jessica Hembach
Virginia,USA
Summary
Dynamic mortgage processing professional with over five years of experience in high-volume purchase mortgage operations at Navy Federal Credit Union. Expertise in pipeline management, production oversight, and compliance ensures accuracy and regulatory adherence throughout the loan approval process. Recognized as a Top 2 Mortgage Processor company-wide, with a proven track record in coaching colleagues, resolving escalations, and enhancing workflows to drive team success. Bilingual in English and Portuguese, adept at fostering collaborative relationships with underwriters and loan officers to achieve timely and efficient closures while maintaining excellence in member service.
Overview
15
15
years of professional experience
Work History
Senior Mortgage Processor
Navy Federal Credit Union
Winchester, VA
05.2021 - Current
- Ranked Top 2 Mortgage Processor company-wide in 2025 based on production, service, and operational performance metrics.
- Processed and booked 163 mortgage loans totaling $49.2M in annual volume while maintaining strong quality and compliance standards.
- Maintained an average processing cycle time of 21.9 days and consistently supported timely clear-to-close timelines.
- Served as a trusted ‘go-to' resource for processors by providing mentorship, job shadowing, training support, and guidance across departments.
- Collaborated closely with loan officers, underwriters, and operations teams to resolve escalated and time-sensitive mortgage files.
- Demonstrated leadership by supporting team productivity initiatives, processor forums, workflow improvements, and operational best practices.
- Achieved outstanding member satisfaction scores through professionalism, communication, and effective issue resolution.
- Maintained exceptional operational compliance with only one RESPA/Pricing error recorded throughout the year.
- Recognized with the Member Satisfaction Award and Top Purchase Processor Award for outstanding production and service performance.
- Leveraged AI and process-improvement training to identify workflow efficiencies and enhance operational effectiveness.
- Key Achievements – 2024
- #1 Purchase Processor on team and Top 5 company-wide in 2024.
- Processed 138 purchase loans totaling $46.2M while outperforming departmental cycle-time benchmarks.
- Received Exceptional Rating (PAR), Sustained Superior Performance Award, and REL Partner Award.
- Mentored junior processors, enhancing team productivity and knowledge of mortgage guidelines.
- Streamlined documentation review processes, reducing turnaround times for loan approvals.
Cultural Exchange Program (Au Pair)
Cultural Care Au Pair, USA - Au Pair
United States
01.2017 - 01.2021
- Developed advanced communication, adaptability, and relationship-building skills while living and working in the United States.
- Demonstrated professionalism, responsibility, and cultural adaptability in a dynamic environment.
- Supervised daily activities of children to ensure safety and well-being.
- Developed engaging educational activities fostering learning and creativity.
- Managed schedules for extracurricular activities, ensuring timely transportation and participation.
- Communicated effectively with parents regarding children's progress and behavioral observations.
- Mentored new au pairs by sharing best practices for childcare and cultural exchange experiences.
Human Resources Generalist
Guaraseg Industry and Services
Brazil
01.2011 - 01.2016
- Supported company growth from 50 to 150 employees by helping implement and standardize internal operational and HR processes
- Supported recruitment, onboarding, and employee relations processes within a fast-paced business environment.
- Coordinated interviews, managed internal communications, and improved administrative workflows.
- Partnered with leadership teams to support operational goals, workforce planning, and organizational initiatives.
- Managed recruitment processes, enhancing candidate selection and onboarding efficiency.
- Developed and implemented employee training programs, improving workforce skills and productivity.
- Streamlined HR policies and procedures, ensuring compliance with labor regulations and company standards.
- Facilitated conflict resolution between employees, promoting a collaborative work environment.
- Analyzed employee performance data to identify trends and recommend actionable improvements.
- Mentored junior HR staff, fostering professional growth and knowledge sharing within the team.
- Led performance appraisal initiatives, providing feedback to enhance employee development
Education
Certificate - Human Resources Management
University of West Florida
USA01-2023
Bachelor of Administration - Business Administration And Management
Don Domenico University
Brazil01-2016
Skills
- Underwriting support
- Documentation review
- Fraud detection
- Microsoft Office Suite
- AI coursework
- Organizational growth
- Closing procedures
- Regulatory compliance
Websites
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Limited Working
Timeline
Senior Mortgage Processor
Navy Federal Credit Union
05.2021 - Current
Cultural Exchange Program (Au Pair)
Cultural Care Au Pair, USA - Au Pair
01.2017 - 01.2021
Human Resources Generalist
Guaraseg Industry and Services
01.2011 - 01.2016
Certificate - Human Resources Management
University of West Florida
Bachelor of Administration - Business Administration And Management
Don Domenico University