Lillian Brockenbrough
Summary
Detail‑oriented financial services professional with experience managing and collecting past‑due consumer loan and credit card accounts in compliance with Navy Federal Credit Union policies and federal regulations. Skilled in member negotiation, loss‑mitigation strategies, account analysis, and precise documentation. Recognized for sound judgment, strong communication, and providing respectful, solutions‑focused support to members experiencing financial hardship.
Overview
3
3
years of professional experience
Work History
Member Financial Solutions
Navy Federal Credit Union
09.2023 - Current
- Manage and collect on past-due consumer loan and credit card accounts, including 1–30 day delinquent accounts, in accordance with all government and Navy Federal rules and regulations
- Provide members with guidance on account status, payment options, and available loss‑mitigation solutions.
- Collaborated with members to outline loss mitigation options, demonstrating strong problem-solving and member service abilities.
- Maintain high-quality documentation of findings, decisions, notes, and required follow-ups to support internal audits and compliance expectations.
- Worked under supervision with high accuracy and attention to detail, consistent with performing routine research/review tasks in the target role.
- Apply strong analytical skills, attention to detail, and sound judgment to evaluate account concerns and recommend appropriate resolutions while ensuring adherence to policies and regulations.
Education
High School Diploma -
John Handley High School
Winchester, VA06-2019
Skills
- Compliance adherence
- High attention to detail
- Problem-solving and analytical thinking
- Sound judgment and initiative
- Ability to meet deadlines and manage pipeline-style workloads
- Strong written and verbal communication
- Explaining complex processes to members in easy-to-understand terms
- Conflict resolution, de-escalation, and negotiation
- Managing multiple priorities in high-volume environments
Timeline
Member Financial Solutions
Navy Federal Credit Union
09.2023 - Current
High School Diploma -
John Handley High School