Leigh Anne Stewart
Milton,FL
Summary
Mortgage & Equity Member Financial Solutions Counselor with more than four years of experience helping members navigate financial hardship and identify solutions to maintain homeownership. Skilled in analyzing financial information, counseling members on available loss mitigation options, documenting account activity, resolving complex account issues, and ensuring compliance with regulatory and organizational guidelines. Recognized for strong communication skills, attention to detail, quality performance, and the ability to build trust with members during challenging financial situations. Experienced in collaborating across business units and providing mentorship and support to team members
Overview
5
5
years of professional experience
Work History
Mortgage Collection Counselor III
NAVY FEDERAL CREDIT UNION
Pensacola, Florida
04.2023 - Current
- Analyze member financial circumstances, including income, expenses, assets, and hardship factors to identify appropriate loss mitigation and property retention solutions.
- Counsel members experiencing financial hardship regarding available foreclosure alternatives, including repayment plans, forbearance, loan modifications, deferral programs, and other retention options.
- Obtain and review detailed financial information to determine eligibility for available mortgage assistance programs.
- Evaluate delinquent mortgage and equity accounts to recommend effective resolutions that minimize risk of foreclosure, bankruptcy, and charge-off.
- Maintain accurate account documentation, contact history, financial information, and collection activity in accordance with regulatory and Navy Federal requirements.
- Research and resolve account discrepancies while ensuring system records remain accurate and up to date.
- Collaborate with members, internal business units, and external organizations to resolve complex mortgage servicing issues while managing competing priorities and deadlines
- Consistently maintain high-quality standards while managing sensitive member interactions and complex financial situations.
- Communicate effectively with members regarding account status, available solutions, and next steps throughout the resolution process.
Mortgage Collection Counselor II
NAVY FEDERAL CREDIT UNION
Pensacola, Florida
11.2021 - 04.2023
- Reviewed mortgage delinquency accounts and obtained financial information to identify appropriate loss mitigation solutions.
- Assisted members in resolving past-due mortgage obligations through counseling, financial assessment, and payment resolution strategies.
- Documented member financial circumstances and servicing activity while ensuring compliance with company and regulatory requirements.
- Maintained accurate records and reports to support account management and operational effectiveness.
- Utilized available foreclosure alternative programs and payment options to assist members in achieving sustainable resolutions.
Education
Bachelor of Arts - Communications, Hospitality Management & Music
University of Central Florida
Orlando01-2001
Skills
- Assist members with delinquency and pre-foreclosure options
- Conduct financial analysis to support decision-making
- Collaborate with departments to improve service delivery
- Counsel members on financial options
- Facilitate payment resolution discussions
- Evaluate financial hardships to provide appropriate support
- Maintain information accuracy for all records
- Manage time effectively to enhance productivity
- Handle mortgage collections efficiently
- Adapt quickly to new systems, processes, and technologies
- Build communication and relationships with stakeholders
- Utilize mortgage servicing systems, including Director, 7 CSP, Speedpay, ACH, OneView, and MSR
- Leverage internal tools like mortgage collections payment tracker, mortgage list manager, fee waiver tracker, MST portal, IBM Content Navigator, and eNet Launchpad
- Monitor calls and performance using Verint
- Proficient in Microsoft Office Suite, including Word, Excel, Outlook, Teams, etc
Accomplishments
- Flight Path Mentorship Program (Completed)
- Steering Committee Member
- Win with Wow Recipient and Quality Recognition
Timeline
Mortgage Collection Counselor III
NAVY FEDERAL CREDIT UNION
04.2023 - Current
Mortgage Collection Counselor II
NAVY FEDERAL CREDIT UNION
11.2021 - 04.2023
Bachelor of Arts - Communications, Hospitality Management & Music
University of Central Florida