Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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LISA PARKER

CHESAPEAKE,VA

Summary

Detail-oriented and resourceful Mortgage Support Assistant with 11 years in crisis communications, investor relations and branch outreach. Extremely passionate and motivated to help build successful financial futures. Proficient in executing multifaceted projects to meet deadlines while excelling in communication with colleagues, monitoring progress, and achieving pivotal milestones. Adept at working with team members to manage expectations and cultivate productive relationships. Hardworking, self-directed and dedicated to team successes.

Overview

12
12
years of professional experience

Work History

Mortgage Support Assistant

Navy Federal Credit Union
01.2020 - Current
  • Assists with marketing strategy development to increase public awareness and member engagement
  • Review applications for completeness, data integrity and accuracy; determine if additional information and/or supporting documentation is required
  • Seek and leverages opportunities to conduct outside marketing and promotional activities to members and potential members through financial presentations, local events and realtor/trade shows and events
  • Assisted with onboarding of new employees by providing training and development resources.
  • Built and maintained excellent member relationships through timely response to inquiries and going above and beyond to accommodate unusual requests
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency
  • Assisted coworkers and staff members with over 7,000 special tasks in 2022
  • Liaised between departments to facilitate communication and keep appropriate parties updated on project developments
  • Collaborated with realtors, contractors and professional services personnel to receive orders, direct activities and communicate instructions
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Takes first mortgage loan applications via face-to-face interview, mail and telephone
  • Facilitated timely delivery of special projects to meet organizational and departmental objectives.
  • Resolved problems, improved operations and provided exceptional service
  • Proved successful working within tight deadlines and fast-paced environment


Mortgage Loan Officer/HLA - Detailed Position

Navy Federal Credit Union
10.2021 - 06.2022
  • Ensured progress and inclusion of required mortgage processing information (e.g. verifications of employment, assets, income and liabilities; appraisal reports, Navy Federal and investor requirements, etc.)
  • Managed 600+ pipeline while providing excellent member service
  • Remained available to members and/or their real estate agents during scheduled evening hours after assigned work days and during scheduled hours on assigned days off (e.g. weekends)
  • Analyzed potential risks and evaluated loan products to identify suitable options for members.
  • Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
  • Assessed loan portfolios for compliance with underwriting policies.
  • Gathered information on customer opinions and adjusted plans to capitalize on current trends
  • Answered client queries and complaints to provide strong customer service
  • Communicated with members, processing teams and other third parties to achieve prompt loan closings
  • Maintained high level of customer satisfaction by providing prompt and accurate loan status updates
  • Worked with underwriters to fix application problems and resolve issues
  • Fielded member complaints and provided solutions

Member Service Representative III - MLO

Navy Federal Credit Union
08.2012 - 01.2020
  • Organized marketing events, lectures, contests and exhibits to increase product awareness
  • Planned and publicized events, including negotiating vendor contracts and designing promotional materials
  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments
  • Developed and implemented interactive learning mediums for team members
  • Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences
  • Identified needed business improvements and determined appropriate systems required to implement solutions
  • Directed day-to-day operations focused on attainment of key business metrics and continuous improvement initiatives
  • Supported organization's goals by assuring projects aligned with mission of knowledge, information, expertise and experiences in speech and language pathology
  • Serves as Vault/ATM custodian, Business Services Specialist and Digital Services Champion
  • Mentored 8 new hires, resulting in stronger staff development and increased productivity
  • Led working groups to develop mitigation strategies and prepare standard operating procedures and prepare standard operating procedure

Education

Bachelor of Science - Mass Communications

Old Dominion University
Norfolk, VA
2026

Skills

  • Process implementation
  • Exceptional multi-tasker
  • Teamwork and Collaboration
  • Training and development
  • Conflict resolution
  • Research skills
  • Planning and Coordination
  • Flexible and Adaptable

Accomplishments

  • Four time Sustained Superior Performance Recipient
  • Collaborated with a team of 45-60 in the continued development of Home Loan Advisor Pilot to assist Field Mortgage loan officers by reviewing all non instant pre-approvals for decision.
  • Developed and implemented an innovative internal communications strategy to improve employee engagement through strategic messaging
  • Performed competitive market outreach analysis to make recommendations for future company growth
  • Six year Branch Subject Matter expert - Attended process improvement meetings and delivered information content to team members with recommended training opportunities
  • MSR Spotlight received in 2016 from EVP BOD Steve Romano for providing exceptional service and superb performance


Timeline

Mortgage Loan Officer/HLA - Detailed Position

Navy Federal Credit Union
10.2021 - 06.2022

Mortgage Support Assistant

Navy Federal Credit Union
01.2020 - Current

Member Service Representative III - MLO

Navy Federal Credit Union
08.2012 - 01.2020

Bachelor of Science - Mass Communications

Old Dominion University

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LISA PARKER