Vanessa K. Young
Pensacola,FL
Summary
Dedicated and solutions-driven professional with 18+ years of customer service and financial services experience, including advanced expertise in mortgage processing, resolution, and compliance. Skilled in researching and resolving complex account discrepancies, testing and implementing system enhancements, and collaborating across business units to improve workflows. Recognized for combining strong analytical skills with a warm, approachable communication style that builds trust, strengthens member relationships, and supports team success.
Overview
11
11
years of professional experience
Work History
Real Estate Lending Resolution Specialist II
Navy Federal Credit Union
01.2021 - Current
- Respond promptly to escalated member concerns, including those from executive leadership, providing clear resolutions while maintaining compliance with NFCU, RESPA, NCUA, and federal regulations.
- Research and resolve complex mortgage loan issues, ensuring accuracy across member accounts and General Ledger impacts.
- Collaborate with business units to recommend and implement process enhancements that reduce errors and improve operational efficiency.
- Test and provide feedback on new system processes and enhancements, contributing to smoother adoption and improved functionality.
- Document and share best practices with colleagues to improve consistency and knowledge across teams.
- Recognized with awards for excellence in member satisfaction, accuracy, exceptional performance, and system improvement contributions.
Branch MSR (Supported REL As a Mortgage Processor)
Navy Federal Credit Union
05.2020 - 01.2021
- Analyzed and resolved discrepancies in member accounts and loans, ensuring accuracy and compliance.
- Assisted members with consumer, mortgage, equity, overdraft, and credit card applications.
- Processed and balanced cash transactions, submitted CTR and SAR reports, and maintained regulatory compliance.
- Cross-serviced products to strengthen member relationships and improve engagement.
Mortgage Processor I
Navy Federal Credit Union
01.2018 - 05.2019
- Collected, reviewed, and analyzed documentation for mortgage loan applications, resolving discrepancies in collaboration with members and business units.
- Researched property, deed, and title information to verify accuracy.
- Identified potential risk and escalated concerns appropriately.
- Managed a pipeline of over 100 refinance loans.
- Guided members through the loan process with clarity and care.
Mortgage Closer I
Navy Federal Credit Union
10.2017 - 01.2018
- Prepared, balanced, and reviewed closing document packages for accuracy and compliance.
- Authorized funding and wired loan proceeds securely to Title/Settlement Agents.
Mortgage Support Assistant
Navy Federal Credit Union
08.2017 - 10.2017
- Supported loan officers and processors with timely document collection and vendor coordination.
- Researched and updated insurance, tax, and title records to maintain accuracy for the processing of loan applications.
Customer Service Professional
Capgemini
06.2016 - 08.2017
- Managed escalated calls and coached team members on effective de-escalation strategies.
- Provided accurate information on long-term care claims, rate increases, and coverage.
- Partnered with management to resolve customer issues quickly, reducing repeat escalations.
Credit Card Services, Member Service Rep
Navy Federal Credit Union
02.2015 - 06.2016
- Assisted members with credit card servicing and account maintenance.
- Opened new memberships and educated members on products and services.
- Built trust and strengthened relationships by providing clear, accurate, and empathetic support.
Education
PMP Bootcamp Course -
Project Management Academy
Online04.2023
Bachelor of Science - Business Administration
Southern New Hampshire University
Online07.2022
High School Diploma - undefined
Booker T. Washington High School
Pensacola, FL05.2008
Skills
- Escalation & Account Resolution
- Compliance & Regulatory Monitoring
- Systems Testing & Process Improvement
- Documentation & Best Practices
- Cross-Functional Collaboration
- Awards for Member Service Excellence
- Tools: USD, Empower, HomeSquad, Nautilus, Jetpack, MS Office
- Conflict resolution skills
- Teamwork and collaboration
- Attention to detail
- Problem-solving abilities
- De-escalation techniques
Timeline
Real Estate Lending Resolution Specialist II
Navy Federal Credit Union
01.2021 - Current
Branch MSR (Supported REL As a Mortgage Processor)
Navy Federal Credit Union
05.2020 - 01.2021
Mortgage Processor I
Navy Federal Credit Union
01.2018 - 05.2019
Mortgage Closer I
Navy Federal Credit Union
10.2017 - 01.2018
Mortgage Support Assistant
Navy Federal Credit Union
08.2017 - 10.2017
Customer Service Professional
Capgemini
06.2016 - 08.2017
Credit Card Services, Member Service Rep
Navy Federal Credit Union
02.2015 - 06.2016
High School Diploma - undefined
Booker T. Washington High School
PMP Bootcamp Course -
Project Management Academy
Bachelor of Science - Business Administration
Southern New Hampshire University
Awards
Chief Happiness Director Award – Highest overall survey scores (2018), Jetpack Usage Tracking Awards – Multiple months (2021–2023), Best Survey Compliment Award – (2022), Best Assist Line Compliment – (Q1 2024), Ace of the Assist Line Award – (2025)
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