Vilencia Rattigan
Winter Springs,MD
Summary
Productive critical thinker who plans and prioritizes the most efficient path to stakeholders' satisfaction and meeting business goals. Effective communicator able to convey essential information in an engaging and personable manner. Financial services professional with solid organizational abilities and proficient in computer applications including Microsoft Office Tools and specialized databases.
Overview
17
17
years of professional experience
Work History
Servicemember Civil Relief Act (SCRA) Specialist
Navy Federal Credit Union
11.2022 - Current
- Counsel internal and external stakeholders' on SCRA policies and regulations
- Exceed New Request (NR) sixty weekly processing goal via completing daily minimum of 14 NRs
- Surpass Consumer Loan (CL) 35 weekly processing goal by completing daily minimum of 10 CLs
- Complete rate, amortization, and billing adjustments on eligible accounts
- Perform complex account transactions and modifications using organization's subsystems
- Enter members' data in SCRA Database, including extensions to Servicemembers' Activity Duty Period
- Review military documents of varied complexity to decision on compliance with SCRA regulations
- Investigate and resolve internal audit findings.
Mortgage Records Management Specialist
Navy Federal Credit Union
01.2019 - 01.2022
- Authenticate and ship daily minimum of 500 documents for mortgages for sale to investors
- Complete daily minimum of 250 eFaxes and secure emails
- Process hourly minimum of 60 Lien Releases
- Ranked in the top 5% of Specialists for accuracy, efficiency, knowledge, and productivity
- Review and index minimum of two hundred imaged mortgage documents in Prokey Worklist Queues
- Transmit daily minimum of fifty final versions of critical documents to Mortgage Loan Review
- Use proficiently Microsoft Office products, including Excel and Word to generate documents and reports
- Validate daily minimum of 100 mortgage documents captured in Kofax.
Veteran Administration (VA) First Mortgage Processing Project
Navy Federal Credit Union
04.2021 - 10.2021
- Mortgage Processor
- Applied knowledge of regulatory mortgage requirements, practices, and legislations
- Collected, reviewed, and verified documentation for minimum of 10 mortgage applications monthly
- Demonstrated ability to communicate professionally with all levels of stakeholders
- Educated members on VA Mortgage products, services, and policies
- Monitored loan processes, ensuring compliance with NFCU, NCUA, and Secondary Market regulations
- Networked with internal and external stakeholders to resolve discrepancies
- Prepared closing documents and coordinated closing arrangement with Settlement Agents
- Updated daily caseload reports.
Quality Service (QS) Specialist
Navy Federal Credit Union
01.2012 - 01.2019
- Functioned as supervisor in incumbent's absence
- Delivered insights and recommendations to management-based analysis of collected data
- Established and maintained critical relationships with all levels of stakeholders
- Evaluated monthly minimal of 20 interactions ensuring consistency with regulatory compliances
- Provided direct Member Service through incoming calls and electronic messaging support
- Recognized positive Specialist and Peer performances with incentives, such as P2P badges
- Reported patterns of potential fraudulent and abusive activity
- Used standardized tools to record and provide monthly feedback to minimum of 20 Specialists.
Correspondence Specialist
Navy Federal Credit Union
01.2007 - 01.2012
- Created library references for use by Correspondence Branch and internal stakeholders
- Identified indicators of account fraud/abuse and took appropriate action
- Investigated and resolved account discrepancies through analysis of transaction history
- Led teams and tasks groups established for process and improvement projects
- Ranked in top 3% of Specialists for accuracy, grammatically appropriate responses, and productivity
- Responded daily to minimum of 80 correspondences of wide-ranging complexity
- Served as subject matter expert for Digital Channel related queries
- Used proficiently Microsoft Office, inclusive of Excel and Word to generate documents and reports.
Education
Master of Science - Digital Forensics and Cyber Investigation
University of Maryland Global Campus
Adelphi, MD01.2019
Master of Business Administration -
University of Maryland Global Campus
Adelphi, MD01.2016
Bachelor of Science - Business Administration
University of Maryland Global Campus
Adelphi, MD01.2002
Skills
- Decision-Making
- Task Prioritization
- Networking
- Problem-Solving
- Microsoft Office
- Quality Assurance
- Research
- Customer Service
- Written Communication
- Attention to Detail
- Customer Relations
Timeline
Servicemember Civil Relief Act (SCRA) Specialist
Navy Federal Credit Union
11.2022 - Current
Veteran Administration (VA) First Mortgage Processing Project
Navy Federal Credit Union
04.2021 - 10.2021
Mortgage Records Management Specialist
Navy Federal Credit Union
01.2019 - 01.2022
Quality Service (QS) Specialist
Navy Federal Credit Union
01.2012 - 01.2019
Correspondence Specialist
Navy Federal Credit Union
01.2007 - 01.2012
Master of Science - Digital Forensics and Cyber Investigation
University of Maryland Global Campus
Master of Business Administration -
University of Maryland Global Campus
Bachelor of Science - Business Administration
University of Maryland Global Campus
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