Staci N Massey
Greater Pensacola Operations,FL
Summary
Results-driven Mortgage Operations professional with 26+ years of lending experience and a proven track record of driving operational excellence, process improvements, and team performance. Experienced leader with Mortgage Production Supervisor background, recognized for enhancing efficiency, developing talent, and delivering measurable results.
Trusted for mentorship, cross-functional collaboration, and advanced problem-solving, with a consistent focus on member service, quality, and performance in fast-paced, high-volume environments.
Overview
11
11
years of professional experience
Work History
Mortgage Ops Support Asst III
Navy Federal Credit Union
Pensacola, FL
05.2025 - Current
- Recognized as a top-performing SME and trusted team resource for rekey and COE processes; consistently support teammates with complex requests, troubleshooting, and SLA management while ranking in the Top 25 producers for 6 consecutive months, including #1 #5 and #6 placements.
- Mentored 9 new contractors and developed team members through hands-on coaching, shadowing, and error-based learning, enabling independent performance with minimal assistance and leading newly mentored contractors contributing to Top 3 contractor rankings; known for delivering empathetic, tailored support to improve performance.
- Proactively identify and reinforce SLA adherence practices by coaching team members to incorporate due times into communications, improving awareness, accountability, and on-time completion of reviews.
- Selected to represent the Core Team as a Subject Matter Expert in cross-functional initiatives (MOST Lego Roadshow, MLO/LO shadows, CORE Open Forum with Field), while leading process walkthroughs (Empower screens, COE reviews) and partnering on the Empower profile redesign project to define rekey-related screen requirements—driving standardized training, improved team consistency, and enhanced end-to-end workflow efficiency from Field through Post-Settlement.
DETAILED MORTGAGE PRODUCTION SUPERVISOR
Navy Federal Credit Union
Pensacola, FL
10.2024 - 05.2025
- ·Led large scale onboarding, training, and culture integration during a 6-month Mortgage Production Supervisor detail, successfully supporting 38–40 new hires through structured training classes and shadow sessions; delivered hands-on coaching, resolved system access issues, and rapidly mastered the 3DD process to train others—while driving engagement through huddles, events, and town halls to build confidence, belonging, and team cohesion.
- Delivered high-volume operational leadership and cross-functional execution, completing 362–388 comprehensive reviews, audits, and evaluations across 3DD teams within 6 months, while supporting Rekey and 3DD teams during peak demand; proactively collaborated with Loan Officers and Processors to confirm 3DD needs (including withdrawn/denied loans), handled escalations and overrides, and streamlined workflows to improve efficiency, SLA adherence, and member service outcomes.
- Demonstrated exceptional people leadership, mentorship, and influence, coaching new hires, peers, and contractors through training, career development, and targeted performance support; partnered with Supervisors to address skill gaps, empowered team members to assist during high-volume periods, successfully upskilled employees to independence (including cross-product proficiency within 1 month), and inspired ~20 colleagues to pursue career growth while fostering a culture of empathy, collaboration, and continuous development.
MORTGAGE OPS SUPPORT ASSISTANT III
Navy Federal Credit Union
Pensacola, FL
03.2015 - 09.2024
- Train and mentor teammates and support staff across MOST, delivering guidance on multiple workflows while conducting detailed loan file reviews to ensure accuracy, completeness, and compliance; provide targeted coaching and actionable feedback to improve performance and quality.
- Recognized as a Subject Matter Expert (SME) for First Mortgage and Equity Rekey processes (eNet), leading updates, troubleshooting complex issues, and serving as a go-to resource for peers and leadership.
- Demonstrate advanced multitasking and operational expertise by performing 90% of team functions, seamlessly transitioning across responsibilities to support productivity and maintain workflow continuity in a high-volume environment.
- Leverage strong problem-solving and de-escalation skills to resolve complex issues and urgent requests, effectively collaborating with Processors, Loan Officers, Closers, Post-Closing teams, management, and third-party vendors to ensure timely, accurate, and member-focused outcomes.
Education
Computer Science
University of Cincinnati
Cincinnati, OH01-1999
Skills
- Mortgage Operations
- Training & Mentorship
- Quality Control
- Process Improvement
- Operations Management
- Production Management
- Cross-Functional Collaboration
- Subject Matter Expertise (SME)
- Problem Solving
- Effective Communication
- Technical Proficiency
- Team Leadership
- Change Management
- Workflow Prioritization
- Member Service Excellence
Accomplishments
- MOSA of the Quarter – 1st Quarter 2026
- Sustained Superior Performance 2024, 2023, 2021, 2016
- UWF Women in Leadership Attendee in 2025
- MOSA Rockstar Award 2024
- Subject Matter Expert (SME) Rekey, COE Review, Empower Profile Documentation, Appraisal Discrepancy Report, Appraisal Order Outs, VAFF Payments/Research
Timeline
Mortgage Ops Support Asst III
Navy Federal Credit Union
05.2025 - Current
DETAILED MORTGAGE PRODUCTION SUPERVISOR
Navy Federal Credit Union
10.2024 - 05.2025
MORTGAGE OPS SUPPORT ASSISTANT III
Navy Federal Credit Union
03.2015 - 09.2024
Computer Science
University of Cincinnati