Christopher Mills
Front Royal
Summary
Collections professional with extensive experience at Navy Federal Credit Union, specializing in collections policies, automated systems, and regulatory compliance. Expertise in managing complex member cases, conducting thorough research, and resolving escalated issues through cross-department collaboration. Recognized for strong analytical skills and sound decision-making in credit matters and account adjustments. Proven track record as a subject matter expert and mentor, enhancing team performance in high-volume environments while improving member experience and operational efficiency.
Overview
4
4
years of professional experience
Work History
NEST Mentor
Navy Federal Credit Union
Winchester
08.2024 - Current
- Serve as a subject matter expert for Collections policies, procedures, and systems, providing real-time guidance to counselors and leadership.
- Assist with escalated member concerns requiring research, documentation, and follow-up resolution.
- Conduct call reviews and observations to identify errors, investigate concerns, and ensure compliance with policy and regulatory standards.
- Support Live Assist operations, guiding counselors through complex cases involving account adjustments, policy interpretation, and de-escalation.
- Review and research member accounts to determine appropriate financial solutions and repayment options.
- Document account activity and case outcomes clearly to support compliance and operational visibility.
- Identify operational issues and recommend process improvements to enhance member experience and operational efficiency.
- Create training materials, job aids, and workshops to strengthen Collections staff knowledge and performance.
- Collaborate with trainers, supervisors, and operational leadership to align floor readiness and training practices.
- Mentor new hires through structured observation, coaching, and skill development to prepare them for production environments.
Delinquency Control Counselor II
Navy Federal Credit Union
Winchester
08.2022 - 08.2024
- Managed high-volume inbound and outbound member interactions regarding delinquent accounts while maintaining compliance with internal policies and federal regulations.
- Negotiated repayment arrangements and financial solutions while maintaining compliance with Collections policies and regulations.
- Investigated account issues and coordinated with internal departments to resolve member concerns.
- Documented call activity and case outcomes to support operational tracking and reporting.
- Maintained strong call quality and productivity, consistently performing in the top 60% of the Collections scorecard.
- Executed MST (Managed Share Transfer) reviews, determining protected vs. unprotected funds and documenting findings accurately.
- Responded to written member inquiries through Correspondence (CCS), RightNow messages, and eFaxes ensuring compliant communication.
- Utilized multiple systems simultaneously to research accounts, review policies, and resolve member concerns efficiently.
- Participated in executive side-by-sides providing operational insight into member experience and collections processes.
- Selected to pilot the NEST mentoring program based on performance, leadership, and operational knowledge.
Education
Associate Degree - Business Administration
Laurel Ridge Community College
Skills
- Collections policy and procedure expertise
- Case research and escalation resolution
- Member financial counseling and repayment negotiation
- Complex account analysis
- NCUA regulatory awareness and compliance
- Member concern investigation and documentation
- Cross-department coordination
- Call review and quality analysis
- Navy Federal collections systems and RightNow
- Microsoft Word, Excel, and PowerPoint
- Mentoring and training support
- Process improvement and workflow optimization
Core Skills And Expertise
- Collections policy and procedure expertise
- Case research and escalation resolution
- Member financial counseling and repayment negotiation
- Complex account analysis
- NCUA regulatory awareness and compliance
- Member concern investigation and documentation
- Cross-department coordination
- Call review and quality analysis
- Navy Federal collections systems and RightNow
- Microsoft Word, Excel, and PowerPoint
- Mentoring and training support
- Process improvement and workflow optimization
Timeline
NEST Mentor
Navy Federal Credit Union
08.2024 - Current
Delinquency Control Counselor II
Navy Federal Credit Union
08.2022 - 08.2024
Associate Degree - Business Administration
Laurel Ridge Community College