Member Service Representative II - Mortgage Loan Originator, Contact Center Operations

To respond to inquiries and requests from members and other individuals within a 24/7 high volume, schedule-driven and structured contact center operation (CCO). Provide information regarding Navy Federal products and services demonstrating knowledge, active listening, multiple system adaptability and engagement methods to ensure optimal member experience and customer service. Perform transactions or related functions for mortgage and/or other Navy Federal accounts. May perform transactions or related functions for savings, checking, consumer loans, credit cards, IRAs and/or other Navy Federal accounts. To advise members of other products and services that may fit their needs and provide opportunities for positive member interaction.

This position is eligible for the TalentQuest employee referral program. If an employee referred you for this job, please apply using the system-generated link that was sent to you.

Provide mortgage information to members regarding products, services, policies and rates Basic/Routine

Respond to inquiries about mortgage applications, processing status, problems and concerns

Review and evaluate mortgage loan applications to ensure viability (member's debt to income ratio and compensating factors) and compliance with Federal and Navy Federal guidelines, etc.

Implement and update automatic member payment options for mortgage and equity loans

Provide member service via phone or other media as available (e.g. email, chat, etc.) Moderately complex/Varied

Protect and verify identity of caller; review account information for alerts and account irregularities

Take action and respond to situations/patterns of activity indicating potential fraud or abuse

Understand and comply with federal and other regulations relating to financial products and services

Analyze, research and resolve problems and discrepancies related to member accounts/loans Moderately complex/Varied

Counsel current prospective members about Navy Federal's products and services Under supervision

Execute first call resolution; may require research, follow-up, return calls

Identify opportunities to cross service products and increase product penetration

Perform account transactions Moderately complex/Varied

Initiate fee adjustments and/or other monetary incentives for members within scope of authority (need reapproval)

Effectively perform all duties required for MSRs - CCO Moderately complex/Varied

Perform other duties as assigned

Incumbent will be required, prior to the assumption of employment duties, to register with the Nationwide Mortgage Licensing System and Registry; includes fingerprinting and background checks

Experience in member/customer service preferably in a call center, retail banking or financial institution

Experience in managing multiple priorities independently and/or in a team environment to achieve goals

Effective skill in producing desired results and achieving goals and objectives

Effective skill maintaining composure in a high production and changing environment

Effective skill navigating multiple screens and PC applications and adapting to new technologies

Effective skill performing basic mathematical calculations and working accurately with numbers

Effective active listening skills to accurately respond to inquiries and account requests

Effective skill exercising initiative and using good judgment to make sound decisions

Effective skill building effective relationships through rapport, trust, diplomacy and tact

Effective verbal and written communication skills

Effective skill interacting tactfully and effectively in difficult situations

Effective organizational, planning and time management skills

Effective skill in resolving member/customer problems

Desired Qualifications

Experience in the mortgage lending industry

Experience in high volume call center situations

Working knowledge of accounting, credit and/or lending principles and techniques

Working knowledge of NFCU Contact Center procedures, policies and practices

Familiarity with savings and checking products, accounts and services

Familiarity with applicable NCUA and federal regulations governing consumer lending, credit cards, mortgage and equity loans, and/or savings and checking accounts

Familiarity with NFCU mortgage products, services, programs, policies and procedures

Experience in a sales, cross selling or up-selling environment

Additional Information

Hours:

Multiple shifts available starting at 11:00AM EST and later

Location:

5510 Heritage Oaks Drive, Pensacola, FL 32526

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

Our approach to careers is simple yet powerful: Make our mission your passion.

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Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.

Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at medicalaccommodations@navyfederal.org or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.

Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.

Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.

Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.