Joely Mitchell
Milton,Florida
Summary
Accomplished Supervisor with extensive knowledge of mortgage industry. Proven track record of cultivating talent and directing cohesive and focused teams. Skilled at establishing and maintaining strategic business relationships to generate essential business opportunities and drive process improvements. Adept in building cross-functional staff, demonstrating exceptional communication skills and making critical decisions during challenges. Skilled in projects and process improvements.
Overview
27
27
years of professional experience
Work History
Supervisor I/II – CCO/MLO
Navy Federal Credit Union
02.2017 - Current
- Achieved Supervisor II role December 2021
- Monitor and manage daily operations to optimize branch performance, collaborate with peers to achieve results utilizing systems such as iDashboard, CMS, Verint, Power BI Report and CCO Report Hub
- Analyze branch performance and pull levers to adjust staffing and scheduling
- Regularly provide guidance to peers on technical, employee, Human Resource, and leadership topics
- Recruit and interview candidates for MSR and Mentor vacancies
- Provide Feedback to employees to encourage professional growth as well as meet short-term and long-term goals
- Lead POC for CCO Mortgage Branch on CCO & Mortgage Servicing Partnership
- Lead POC on multiple large, complex projects and initiatives with broad impact, including Director Sundown, "Manual Taskformation", LPS Note Generator, Payoff Script Enhancement and CSP Migration
- Selected to represent CCO Mortgage on Scorecard Advisory Council 2022-2024
- Template owner for MSP Security Templates for CCO Mortgage, Resolutions and Training
- Mentor Peers within Branch and Contact Center
- Audit supervisor documentation and provide feedback to increase consistency
- Act in capacity of Assistant Manager for site coverage, performance review and approval
- Evaluate staff performance and provided coaching to address inefficiencies.
- Conduct annual performance evaluations for employees, identifying areas of improvement and guiding professional development plans.
Team Coach – CCO/MLO
Navy Federal Credit Union
05.2016 - 02.2017
- Perform side by side, silent and post call monitoring for all MSR’s to identify areas of development focus
- Monitor Evaluation Comments, Post Call Surveys and Scorecard to identify and track performance trends
- Perform monthly coaching sessions with all MSR’s to discuss highlights and areas of performance improvements
- Conduct team meetings as back up for Supervisor
- Develop coaching plan for all MSRs
- Provide activities within team to enhance morale and develop skills
- Document coaching sessions with MSRs through One Note, Coaching Portfolio, Excel, etc
- Provide one-on-one feedback on monitoring results to MSRs
- Provide required reporting to supervisors and management
- Perform other related duties as assigned.
Member Service Rep IV/MLO/CHAT/ASSIST LINE
Navy Federal Credit Union - HOCC
09.2013 - 05.2016
- Service existing mortgages; payments, drafting, insurance, tax issues, modification requests
- Assist Line – assist MSR’s and members with difficult issues, procedures, escalated calls, etc
- Live Chat – assisting members and potential members thru www.navyfederal.org
- Provide counseling to members, non-members and NFCU employees in regards to mortgage products
- Assist with submitting first mortgage, refinance and equity applications
- Provide first call resolutions which may require research, follow-up, return phone calls, etc
- Maintain member records in UAD
- Open new membership accounts
- Perform limited account transactions per member request, including funds transfers, payments and balance inquiries
- Handle challenging and/or sensitive situations using appropriate member service skills
- Effectively use available resources to assist members as needed
- Exceed all quality service goals each month in regards to Foundations, Finesse, and GEM
- Acted as backup to supervisor
- Completed Lincoln on Leadership workshop
- Completed HRDQ Assessment
- Completed Exploring Supervision workshop
- Completed Pursuing Leadership workshop (Invitation Only)
- Completed Supervisor Mentorship Program.
Assistant Manager – Accessory Department
Sandy Sansing Automotive, Inc.
03.2008 - 06.2013
- Created employee schedules to align coverage with forecasted demands.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Established team priorities and monitored performance.
Automotive Retail Group – Territory Representative (Tennessee, North Georgia)
Electronic Data Systems
02.2001 - 12.2003
Automotive Retail Group – Contact Center Business Operations Team – Supervisor
Electronic Data Systems
10.1996 - 02.2001
Education
Pre-Law -
Pensacola Jr. College
Pensacola, FL09.1986
Skills
- Leadership
- Operational Management
- Reporting and Analysis
- Project Management
- Project Planning
- Conflict Resolution
- Staff Development
- Process Improvement
Timeline
Supervisor I/II – CCO/MLO
Navy Federal Credit Union
02.2017 - Current
Team Coach – CCO/MLO
Navy Federal Credit Union
05.2016 - 02.2017
Member Service Rep IV/MLO/CHAT/ASSIST LINE
Navy Federal Credit Union - HOCC
09.2013 - 05.2016
Assistant Manager – Accessory Department
Sandy Sansing Automotive, Inc.
03.2008 - 06.2013
Automotive Retail Group – Territory Representative (Tennessee, North Georgia)
Electronic Data Systems
02.2001 - 12.2003
Automotive Retail Group – Contact Center Business Operations Team – Supervisor
Electronic Data Systems
10.1996 - 02.2001
Pre-Law -
Pensacola Jr. College