• Responsible for the development and ongoing management of relationships with Builders • Work in conjunction with Mortgage Sales Teams to develop and coordinate the prospect and client list • Act as liaison with operations, product, risk and learning to grow construction perm/reno/condo utilization and market share • Oversee loan officer product training and market intelligence • Accountable for always doing the right thing for customers and colleagues • Achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types • Develop and implement sales strategies that will increase Mortgage origination through partnerships with realtors/builders • Attend community and/or specific industry forums, conferences or meetings to broaden relationship networks

• Coordinate daily activities with the Senior Manager of Shared Services • Oversee the assignment mailbox and case placeholder dashboard to ensure timely case distribution; assist as backup when needed • Review and analyze referral instructions to determine client requirements • Alert Regional Managers and Investigative Consultants to issues identified during intake and setup • Maintain accurate client contact information in Dynamics, adhering to formatting protocols and grammar standards • Update case management system with current information • Communicate clearly and professionally with clients and internal stakeholders • Handle various case updates (client-driven, in-house, and error-driven) • Collaborate with team members, Regional Managers, and Directors to ensure accurate product/service setup • Audit case files for compliance with client service level agreements • Review quality control reports and resolve identified issues • Create and maintain client-specific primers for complex assignment/setup processes • Develop and update training materials; provide initial and refresher training for team members • Manage team workload distribution and adherence to workflow processes • Track team productivity and error rates • Communicate and meet with team members on a regular basis • Lead initiatives to enhance productivity by streamlining processes, implementing automation, and improving workflow efficiency within the ASD application • Vet attorney clients for retainer requirements and third-party billing; ensure proper entry into systems • Update retainer status in Dynamics after credit reviews • Maintain a proficiency in understanding client rates, instructions, relationships and hierarchies

• Cultivate and lead partnerships with key providers, improve their service quality and scale the businesses • Define and manage complex KPIs for our providers and gather feedback to operationalize improvements • Build strong relationships with service providers, enabling you to be the eyes and ears of the ServiceChannel Marketplace programs. • Ideate on new ways to execute through existing processes and continuously find areas of opportunity to create efficiencies through new processes. • Assist providers with managing their ServiceChannel profile to ensure their services are accurate and up to date on an ongoing basis. • Develop understanding of how changing marketplace impacts engagement with our providers and adjust strategies to react to those changes • Work with senior leadership as needed to outline value proposition, promote shared marketing strategies, meet growth targets • Engage in other departmental initiatives to learn the entire business and contribute to the goals set by our executive team • Works with SCM provider network development to find opportunities for innovation in our existing provider network and implement new guidelines or programs • Assist in sophisticated analysis projects to optimize both growth planning, value and execution strategies: performance metrics, etc. • Work closely with, and support, our client partners to ensure their provider network is meeting expectations.

• Manages and executes the development and operation of the Threat Management Unit (TMU) program to support the identification, assessment, and mitigation of threats to Navy Federal employees, members, assets, and information. • Applies intelligence analysis, insider threat methodologies, fraud indicators, behavioral analytics, and cyber‑adjacent threat intelligence to enable proactive risk identification and investigative support. • Operates with moderate guidance, translates established objectives into operational plans and deliverables, and collaborates closely with Global Security, Information Security, Cybersecurity, Legal, Human Resources, and investigative teams to advance TMU capabilities.