Nadia Hernandez
Summary
Results-driven Member Service Representative III and Mortgage Loan Originator with expertise in investment referrals and compliance. Enhanced member education and financial discovery through leading OneView usage, achieving top branch ranking. Recognized with two performance awards, demonstrating commitment to exceeding member experience goals.
Overview
6
6
years of professional experience
Work History
Member Service Representative III / Mortgage Loan Originator (MLO)
Navy Federal Credit Union
09.2020 - Current
- Conduct comprehensive, member-focused financial conversations to uncover retirement, investment, savings, and long-term planning needs
- Identify and refer qualified members to Navy Federal Investment Services and Financial Advisors, supporting increased investment engagement
- Facilitated advisor handoffs with accurate documentation and member education to enhance member understanding
- Serve as Branch Digital Champion Lead, driving adoption of digital tools and platforms
- Led branch to exceed Day 1 and existing member digital engagement goals in 2025
- Achieved #1 branch ranking in OneView usage, reinforcing data-driven member engagement
- Led the branch as Member Experience Lead in 2024 to exceed BES goals for the entire year
- Coordinated with internal partners across lending, investment services, and branch leadership to ensure seamless member experience
- Ensured adherence to compliance, regulatory, and risk management standards to safeguard member interests
- Promotion from MSR II to MSR III based on performance and leadership potential
Education
BA - Child Development
California State University Los Angeles
Los Angeles, CA08-2009
Skills
- Mortgage & Lending Knowledge
- Regulatory compliance
- Financial discovery
- Customer Relationship Management
- Advisory referrals
- Client Outreach Strategy
- Member Engagement & Education
- Member education
- Attention to detail
- Effective communication
Accomplishments
- Two-Time Sustained Superior Performance Award Recipient
- MSR in the Spotlight Award for exceptional member service
- Promotion from MSR II to MSR III based on performance and leadership potential
Licenses And Education
- Mortgage Loan Originator (MLO)
- Securities Industry Essentials (SIE), Planned
- BA Child Development, California State University Los Angeles
Timeline
Member Service Representative III / Mortgage Loan Originator (MLO)
Navy Federal Credit Union
09.2020 - Current
BA - Child Development
California State University Los Angeles