Stephanie "Terri" Steffens
Blackstone
Summary
Seasoned mortgage professional with over 20 years of industry experience, including a decade of leadership in origination supervision and management roles. Expertise in driving process improvements and enhancing team performance has consistently resulted in exceptional service outcomes. A strong commitment to fostering a collaborative environment enables the achievement of strategic goals and organizational growth. Prepared to leverage extensive knowledge and leadership skills to contribute to the organization's continued success and excellence.
Overview
14
14
years of professional experience
Work History
Supervisor of Mortgage Operation
Navy Federal Credit Union
05.2023 - Current
- Oversaw daily operations to ensure adherence to quality and service level agreements.
- Trained and mentored team members to enhance performance and productivity.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Developed training programs focused on enhancing skill sets and improved communication between members and loan officers.
- Conducted performance evaluations to identify areas for employee development.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
Loan Officer II
Navy Federal Credit Union
06.2016 - 04.2023
- Exceptional PAR achievements for previous 4 years.
- 2019 COBB Award, team accomplishment
- Provide back up support and assistance for team supervisor/management
- Management of higher than average mortgage caseloads.
- Specializing in VA, FHA, and Conventional financing.
- Provide expert consultation and work diligently to assist with determining the best product for the member’s needs and work towards closing goals.
- Mentor for new LO’s
- Established Preferred Lender status for NFCU with two affluent builders, one is ‘First ever signed’ by NFCU.
- Subject Matter Expert (SME) for:
- Income best practice/ calculation training groups
- Application navigation
- New construction e-modeling / training groups
- SCRA (risk control)
- Mortgage 360 / CRM pilot and development team
- Pricing
- Conversion
- Initial call application and scrub process
- Please note, transition from MMO to LOII/Telework was due to a family need, so I took a voluntary step back to LOII
Manager, Mortgage Operations
Navy Federal Credit Union
10.2013 - 06.2016
- Managed a team of eleven employees, including eight loan officers, one production supervisor and two mortgage assistants. NFCU’s first fully remote LO team.
- Responsibilities included:
- Developed branch strategy, establish priorities, and set goals.
- Evaluate and implement standards and ensure alignment with organizational objectives.
- Monitor work environment and direct allocation of resources to ensure adequate staffing is met.
- Implement changes and improvements, resolve performance gaps.
- Conduct site and virtual visits to monitor business progress, process reviews and resolve operational / staff concerns.
- Actively participated in the unit sales planning and generated unit action plans for exceeding and achieving sales targets.
- Generated new business for branch via outdoor marketing, Realtor sales meetings, seminars, and presentations.
- Audit Loan files for accuracy and viability.
- Coach loan officers and production supervisor on building relationships with local realtor community.
- Assist with reviewing loans, underwriting, approving, and ensuring funding is timely.
Mortgage Production Supervisor
Navy Federal Credit Union
06.2011 - 10.2013
- Responsibilities included:
- Supervising up to fourteen loan officers
- Assistance with the development of sound marketing techniques within the realtor community.
- Mentoring loan officers with effective verbal and written communication skills.
- Tactfully deal with customer complaints and concerns.
- Develop effective interpersonal relationships with counterparts within Navy Federal.
- Extensive knowledge of VA, FHA and Conventional loan programs and guidelines.
- Experience in processing loans from application to closing.
- Willing to make difficult decision and able to communicate unpopular decisions.
- Encourage a positive learning environment, teaching new methods, techniques in a challenging marketplace.
Education
High School -
Stuttgart American High School
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University of Maryland
Skills
- Training and mentoring
- Detail-oriented approach
- Results-driven
- Personnel oversight
- Service excellence
Timeline
Supervisor of Mortgage Operation
Navy Federal Credit Union
05.2023 - Current
Loan Officer II
Navy Federal Credit Union
06.2016 - 04.2023
Manager, Mortgage Operations
Navy Federal Credit Union
10.2013 - 06.2016
Mortgage Production Supervisor
Navy Federal Credit Union
06.2011 - 10.2013
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University of Maryland
High School -
Stuttgart American High School
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