Vernester Harris

Reviewed and verified mortgage files within 24-72 hours to evaluate member credit creditworthiness. Assessed member collateral, credit history, employment, and income to accurately determine outcomes of mortgage applications.

Collaborated with Mortgage Lending departments to enhance member experience throughout the mortgage process

• Increased productivity by 3% up from 1% the previous year, while reducing errors
• Maintained highest monthly accuracy and productivity with a 1% error ratio.
• Served as Subject Matter Expert, coaching and training new team members

Facilitated training initiatives to enhance ESC (Employee Service Center) processes and foster collaboration across all Navy Federal departments. Achieved a 98% accuracy score by training representatives across three locations: Winchester, Headquarters, and the Greater Pensacola Operations.

Recognized key issues improvements for data entry accuracy contributing to the 2018 Strategic Plan's success. Planned and delivered assessments and trainings, including quarterly disability assessments and RPA PowerPoint Refreshers

• Developed presentations on timekeeping for employees on leave and a comprehensive HR overview for new hires
• Created the Employee Relations Q&A to support ESC representatives with internal customer queries
• Managed the Leave Management Microsoft database for tracking employee leave dates and programs

Supported Underwriting operations by acting as Assistant Manager and Manager in their absence. Assisted with onboarding new staff and created the Underwriting Newsletter quarterly. Developed and maintained reports to track Remote Access, FM System capacity, Award Recipients, UW Teams, and UW Schedules.

Liaised between UW locations in Virginia, Pensacola, and Remotely

• Designed strategic initiatives to enhance UW processes and promote collaboration with mortgage departments
• Addressed and escalated technology issues, ensuring office equipment functionality
• Coordinated UW events, including town halls, awards, and leadership meetings

Provided mentorship to Contact Center Specialists in Transactions I & II, Credit Applications, Loan Servicing, and Title work. Processed consumer loan applications via telephone, ensuring accuracy and compliance. Acted as Supervisor during supervisor's absence, maintained operational efficiency.

Matched members with suitable Navy Federal products tailored to their needs.

• Mentored team on transaction protocols and product knowledge
• Processed loan applications, achieving a high approval rate
• Acted as supervisor, enhancing team performance and service quality
• Identified member needs, increasing product satisfaction