Summary
Overview
Work History
Skills
Accomplishments
Key Leadership Engagements
President's Award (2006)
Timeline
Generic

Donna Horn

St. Mary’s

Summary

Experienced mortgage operations leader with over 32 years in the industry, specializing in loan origination, mentorship, and operational management. Adept at driving production results, ensuring compliance with service level agreements, and leading teams through change management initiatives. Strong interpersonal, coaching, and facilitation skills with a track record of developing high-performing teams. Passionate about fostering a culture of excellence and continuous learning.

Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

Overview

16
16
years of professional experience

Work History

Senior REL Mentor

Navy Federal Credit Union
01.2024 - Current
  • Provide mentorship and coaching to three Field Supervisors of Mortgage Operations (SMOs)
  • Serve as the primary mentor, offering guidance and training to Real Estate Lending team members
  • Develop long-term relationships with Regional Managers, Section Managers, and Supervisors to enhance collaboration
  • Conduct virtual and in-person check-ins to assess progress and implement mentorship plans
  • Act as a Change Champion, leading team members through business unit and organizational initiatives
  • Deliver in-person and virtual upskilling sessions and educational opportunities
  • Serve as a subject matter expert on policies, procedures, and business functions
  • Provide post-training mentorship and side-by-side coaching
  • Document mentorship activities, prepare reports, and offer feedback to leadership
  • Travel to designated Field Mortgage offices to support and shadow team members
  • Served as a role model for professionalism, integrity, and dedication within the mentorship program environment.
  • Enhanced mentee performance by providing personalized guidance and support.

Mortgage Production Supervisor / Supervisor of Mortgage Operations

Navy Federal Credit Union
04.2009 - 01.2024
  • Led and coached a team of loan officers, ensuring high-quality service and production efficiency
  • Served as Acting Manager in the absence of the Mortgage Manager
  • Conducted training sessions and staff meetings to enhance knowledge and performance
  • Monitored daily reports and KPI metrics to ensure adherence to SLAs and performance targets
  • Quickly addressed exceptions and discrepancies to maintain compliance and operational integrity
  • Managed onboarding and training for new loan officers, providing continuous coaching
  • Maintained counseling documentation and performance evaluations for all team members
  • Prepared and presented weekly section production reports to the Regional Manager
  • Participated in process improvement initiatives, including Home Lending Workflow Reimagine
  • Fostered a positive work environment through team engagement activities
  • Key Leadership Engagements & Temporary Assignments:
  • Acting Manager – Orange Park Mortgage Section (2010) & NFCU (December 2012 – April 2013)
  • Region 55 SMO Collaboration Representative (July 2022 – December 2022)
  • Achievements & Recognitions:
  • Sustained Superior Performance Award – 2024, 2022
  • President’s Award Recipient – 2006
  • STRIVE Season 6 Mentor – 2023

Skills

  • Teamwork and collaboration
  • Effective leadership
  • Organization
  • Regulatory compliance
  • Time management
  • Decision-making
  • Data analysis
  • Strategic planning
  • Change management
  • Employee training
  • Conflict resolution
  • Policy implementation

Accomplishments

  • Sustained Superior Performance Award
  • 2024
  • 2022
  • President’s Award Recipient, 2006
  • STRIVE Season 6 Mentor, 2023

Key Leadership Engagements

  • Acting Manager – Orange Park Mortgage Section, 2010
  • Acting Manager – NFCU, 12/01/12, 04/01/13
  • Region 55 SMO Collaboration Representative, 07/01/22, 12/01/22

President's Award (2006)

The President’s Award for Service Excellence recognizes employees who consistently contributed above and beyond what is normally expected in the area of service to members or service to employees during the previous calendar year.

Timeline

Senior REL Mentor

Navy Federal Credit Union
01.2024 - Current

Mortgage Production Supervisor / Supervisor of Mortgage Operations

Navy Federal Credit Union
04.2009 - 01.2024

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Donna Horn