JD LEONARD

11705 Dukes Drive, Bumpass, VA 23024 301-646-8703 jdtravel@gmail.com

MANAGEMENT PROFESSIONAL

Consistently recognized, performance-driven strategist with a strong background in Business Management and an unwavering

record of success driving high-impact initiatives in Mortgage Loan Servicing and Processing, Branch Management, Financial

Management and Customer Service. Demonstrated attributes include advance problem-solving analytical, client interfacing and

critical thinking skills. Exceptionally knowledgeable of working within credit union operations including all federal, state and local

compliance standards. Strong record of increasing operational efficiency by working cohesively with staff of all levels across

enterprise to accomplish established goals. Stickler for protecting the privacy and identity of clients to mitigate opportunities for fraud.

Effective communicator, bilingual in English and Spanish with strong interpersonal skills.

A R E A S O F S T R E N G T H

Strategic/Tactical Planning New Business Development Staff Training and Development

Regulatory Compliance Territory Expansion/Management Call Center Management

Profit & Market Share Growth Budget Preparation/Cost Control Client Acquisition/Retention

K E Y S K I L L S A S S E S S M E N T

NEW BUSINESS DEVELOPMENT – Strategically managed and built agency from $50K annually to $1M+ with a staff of 1.

QUALITY ASSURANCE – Continually assess processes to ensure maximum efficiency and unmatched quality standards.

P R O F E S S I O N A L E X P E R I E N C E

Navy Federal Credit Union, Vienna, VA 2013-Present

Mortgage Servicing, 2015-Present

Ensure compliance with all new and existing regulations while conducting in depth Escrow Analysis and demonstrating above par client interfacing skills

in order to deliver clear explanation of requirements and transactions.

Key Accomplishments

Successfully utilized comprehensive training in VA, FHA, Conventional loans to advise consumers or risks and benefits,

translating complex information in to simple terms.

Mortgage Applications, 2015

Top-producing specialist successfully achieving $12.9 M, in mortgage applications June 2015. Effectively probed and queried member in order to

align their needs with specific mortgage products. Received compliments from members for delivering exceptional service.

Key Accomplishment

Consistently earned Quality Service scores including achieving a score of 100.

MSR III, Contact Center, 2014-2015

Leveraged profound understanding of Title related questions and the loan servicing methodologies to deliver exceptional quality service

resulting in being handpicked to serve as Loan Servicing Mentor and also earning a nomination for the Board of Fame. Skillfully completed loan

payment reversals and promptly rectified promissory note issues. Strong knowledge and utilization of VINtek in daily operations.

Key Accomplishments

Proud recipient of the Quality Service Weekly price as well as a number of member compliments.

MSR II, Contact Center, 2013-2014

Consistently chosen by management to reinforce team in order to meet and exceed goal due to personal record of accountability, accomplishments and

work ethic. Ensured client satisfaction and mitigated incidents of fraud through delivering high confidentiality and accuracy when collecting and

providing member financial information. Chosen as acting Secretary to record and document team meeting. GEM Trained on July 3, 2014.

Key Accomplishments

Quickly reduced time with Assist Line and increase productivity through effective utilization of MSR manuals.

Recipient of Give Me 5” recognition first quarter 2014 as well as significant compliments and calls from members.

-Continued-

JD LEONARD, PAGE 2

P R O F E S S I O N A L E X P E R I E N C E ( C O N T . )

MSR I, Contact Center, 2013

Selected to mentor new hires in the process of accurately handling incoming calls from members, prospective members and third party

individuals and delivery unmatched service which leads to high client/customer retention.

Key Accomplishments

Consistently outperformed on job performance evaluations including earning “Exceeds Expectations” for exemplary work.

Exceeded expectations for INFOR/A & B (cross-servicing).

NARFE Federal Credit Union, Alexandria, VA 2012-2013

Loan Officer

Business growth catalyst in charge of building operations through detailed vetting and approval of performing accounts. Meticulously

reviewed, qualified, and processed loan applications with expediency and efficiency. Utilized advanced client-interfacing skills to

convey denial and approval ensuring a positive experience thus encouraging future business.

Key Accomplishments

Hand-picked as Lead Loan Officer for indirect sales as well as Lead Loan Officer in charge of tracking and processing direct

mail loan promotions

Belvoir Federal Credit Union, the NGA Building, Springfield, VA 2011-2012

Assistant Branch Manager

Chosen to serve in the position of leadership during the opening of the NGA branch. Successfully opened 200+ accounts prior to

official branch opening. Actively coached staff and tracked sales to ensure all sales metrics were met.

Key Accomplishments

Led, mentored and supervised branch tellers and ensured the highest level of quality service by enforcing all company

policies and procedures.

Apple Federal Credit Union, Falls Church, VA 2005-2011

Branch Manager

Principal strategist accountable for preparing two new branches for timely and successful opening. Devised, developed, implemented

and controlled branch-level budget. Served as Board Member of the Falls Church Chamber of Commerce.

Key Accomplishments

Drove increase in business by conducting on-the-spot loan underwriting; full and complete training of staff; and collaborating

with the Marketing department to effectively promote the branch’s presence in the community and increase sales.

Prior positions include Assistant Manager, Call Center (Apple Federal Credit Union, Fairfax, VA), and Manager (Apple Travel

Services, Fairfax, VA)

E D U C A T I O N , T R A I N I N G & R E C O G N I T I O N

Business Management, Montgomery College (Courses only)

Training

UMUC, Human Resources, 2009 Integrity Selling for Sales Professionals Fred Factor Continuing LMS self-study course

Awards

“Give Me 5” Award, NFCU. 1st quarter 2014 Branch of the Month, AFCU, 4/2011 Partner of the Year, BIE of Falls Church, 2011 Most Knowledgeable in Service Delivery, AFCU, 2007

P R O F E S S I O N A L A C C R E D I T A T I O N S

Notary Public

Medallion Guarantee Signatory

Licensed for Life and Health Insurance Sales state of Virginia

Certified Travel Consultant

Registered with NMLS