Nate Graves
Summary
Highly engaging and driven leader with extensive experience and knowledge in Consumer Loans. Proven ability to lead, develop, and motivate leaders/team members virtually and in person. Well-versed in problem solving, decision making, and managing operations. Strong work ethic, adaptability, and exceptional interpersonal skills.
Overview
11
11
years of professional experience
Work History
Assistant Manager of Training Design and Delivery
Navy Federal Credit Union
05.2021 - Current
- Assistant Manager over the design teams for all Contact Center's training, including the Consumer Loans skill.
- Collected and analyzed data to present Training's billet requests for AFP to Manager and AVP earning several new billets and update to designer role
- Provided leadership to major strategic initiatives including collaborating with and training Real Estate Lending Processors and Loan Officers in support of call volume
- Proposed and executed a strategic role shift within Training's design teams, optimizing their performance and preparedness for future workload
- Coordinated a reorganization of the Training branch to optimize efficiencies, collaboration, and the reporting structure
- Developed and executed strategies for incorporating contractor designers into Training while managing relationships with vendors
- Created a Leader Development Guide to aid in the growth and development of branch leadership
- Compiles weekly and monthly reporting updates to share with Vice President
Supervisor Resolution
Navy Federal Credit Union
11.2018 - 04.2021
- Earned the Bravo Zulu award for creating and implementing the Executive Review initiative to provide insights on trending member concerns to Executive Leadership
- Project lead and co-developer of the Resolution Escalation Case Manager team who handled member concerns and escalations
- Collaborated with Operational Risk and Training to establish new procedures for Statement Suppression utilized by CCO and Resolution
- CCO Consumer Loans POC/Subject Matter Expert in roundtable meetings with CCO and Training
- Managed branch service level operations through high volume outages
Supervisor CCO Consumer Loans
Navy Federal Credit Union
07.2017 - 11.2018
- Lead Supervisor for Pre-approval Validation Code (VC) skill
- Collaborated with EVLC and Credit Research on procedural changes and auditing of VCs provided by MSRs
- Established criteria for promotion to MSR IV for VC MSRs
- Awarded Supervisor of the Quarter for VC leadership
Resolution Specialist CCO Consumer Loans
Navy Federal Credit Union
05.2016 - 07.2017
- Researched and resolved Front Office member concerns regarding Consumer Loans products and services
- Utilized in-depth understanding of CLAS, Collateral Control, EVLC, and Loan Officer policies/procedures to effectively address member's distinct needs
- Acknowledged for outstanding proficiency in Consumer Loans skill and adeptness at identifying creative problem-solving approaches
- Assisted Navy Federal's Social Care team in the research and resolution of Consumer Loans cases
Junior Loan Officer II
Navy Federal Credit Union
05.2015 - 05.2016
- Acted as peer leader and developed others on accuracy and efficiencies
- Conducted audit reviews of peer approved/declined loans
- Maintained exceptionally low approval/decline errors
- Booked over 2800 loans and over 18 million dollars in the first 8 months as a Loan Officer
MSR II & III - Credit Applications / Loan Servicing
Navy Federal Credit Union
07.2013 - 04.2015
- Coached/mentored MSRs on navigating LOUI and the overall CCO Loan Servicing skill
- Conducted application quality audits for Loan Servicing MSRs to determine developmental opportunities
Skills
- Leadership
- Managing branch operations
- Development of leaders and team members
- Strategic thinking
- Decision making
- Assertive and tactful communication
- Analytical thinking
- Process improvement
Timeline
Assistant Manager of Training Design and Delivery
Navy Federal Credit Union
05.2021 - Current
Supervisor Resolution
Navy Federal Credit Union
11.2018 - 04.2021
Supervisor CCO Consumer Loans
Navy Federal Credit Union
07.2017 - 11.2018
Resolution Specialist CCO Consumer Loans
Navy Federal Credit Union
05.2016 - 07.2017
Junior Loan Officer II
Navy Federal Credit Union
05.2015 - 05.2016
MSR II & III - Credit Applications / Loan Servicing
Navy Federal Credit Union
07.2013 - 04.2015