Shakia Willis
Douglasville,GA
Summary
Engaged and results-driven Contact Center professional with over 15 years of experience in member service and financial services. Recognized as a peer leader and role model, with a strong track record of supporting others, resolving complex member issues, and delivering exceptional member service. Adept at navigating business and personal account needs, with a passion for fostering team collaboration and continuous improvement.
Overview
7
7
years of professional experience
Work History
MSR IV
Navy Federal Business Services
01.2022 - Current
- Serves on Tiger Team partnering with Risk and compliance to review high-risk business applications and ensure adherence to membership, regulatory, and AML requirements.
- Research business documentation, licensing, ownership structures and online presence to assess risk levels.
- Guide business members through the membership onboarding process and deliver ongoing account servicing support.
- Deliver clear and accurate guidance to members regarding business and personal account services, account updates, and issue resolution.
- Serves as Navigator/Battle buddy. Supporting new hires with side-by-side mentoring during their on-the-job training phase.
MSR III
Navy Federal Mortgage Loan Originator
06.2021 - 05.2022
- Take first mortgage loan applications via face-to-face interview, mail and telephone.
- Respond to inquiries about mortgage applications, processing status, problems and concerns.
- Reviews and evaluate mortgage loan applications to ensure visibility and compliance with federal and navy federal guidelines.
MSR III
Navy Federal Branch Operations
09.2019 - 06.2021
- Counsel current and prospective members about Navy Federal’s products and services.
- Analyze, research, and solve problems and discrepancies related to member accounts/loans.
- Serve as vault and ATM custodian.
- Ensure cash and other negotiable instruments are handled properly.
Senior Service Associate / Relationship Banker
M&T Bank
11.2018 - 09.2019
- Adhere to applicable compliance/operational risk controls in accordance with company regulatory standards and policies.
Education
High School Diploma -
Stone Mountain High School
Stone Mountain, GASkills
- New Hire Mentoring & On‑the‑Job Training (Navigator/Battle Buddy)
- Regulatory & Compliance Adherence
- Strong analytical and problem‑solving ability
- Exceptional communication and member rapport
- Thrives in fast‑paced, service‑driven environments
- Highly dependable, adaptable, and team‑focused
Accomplishments
Sustained Superior Performance 24-26
Tiger Team
BM Ambassador
Timeline
MSR IV
Navy Federal Business Services
01.2022 - Current
MSR III
Navy Federal Mortgage Loan Originator
06.2021 - 05.2022
MSR III
Navy Federal Branch Operations
09.2019 - 06.2021
Senior Service Associate / Relationship Banker
M&T Bank
11.2018 - 09.2019
High School Diploma -
Stone Mountain High School