Overview To control/collect on past due late stage mortgage and equity accounts (31 + days) in delinquency, in accordance with all government, investor, VA/FHA, and Navy Federal rules and regulations. Provide member financial counseling and mitigate loss for Navy Federal. Serve as mentor/trainer and provide guidance and assistance to team members. Work under minimal supervision. Conduct complex/difficult tasks of considerable latitude.Responsibilities
Control past due mortgage and equity delinquencies by regularly reviewing member account data, contacting member, and reviewing or documenting the financial situation, to ensure data is accurate, up-to-date and in compliance with government and Navy Federal guidelines
Ensure required notifications, including collection emails, letters and any applicable state/regulatory letters are sent to members
Maintain systematic, consistent and reliable notes and contact history information on each member interaction and actions taken on accounts
Record, track and report member concerns to management
Notate member arrangements in Collection system, reason(s) for delinquency, and any foreclosure alternatives offered to member
Track and update action items in database(s)
Collect, prepare and maintain data for analysis, reports and reference
Perform manager share transfers (MST) for amounts up to authorized limits
Obtain detailed financial information from delinquent members and offer solutions and alternatives to bankruptcy/charge-off
Contact and counsel delinquent members in an attempt to cure delinquency utilizing all payment options and loss mitigation tools offered by Navy Federal
Analyze, research and resolve problems and discrepancies related to member accounts/loans
Ensure required notifications, including breach and collection letters, and any applicable state/regulatory/investor letters are sent to members
Initiate and ensure corrective action to member accounts and/or documentation to ensure complete and accurate documentation
Respond to inquiries; offer solutions to members, other business units and external organizations
Communicate external loss mitigation options, including, but not limited to: Making Home Affordable Program such as HARP
Offer short term property retention solutions including repayment plans, promises-to-pay, forbearance, modifications and deferral programs
Explain and communicate relinquishing property options such as short sales, deeds-in-lieu, and foreclosure
Serve as mentor/trainer and provide guidance and assistance to team members
Research, gather and synthesize data; present conclusions and recommendations to management and/or team members
Perform other related duties as assigned
Qualifications
Significant experience in performing clerical or administrative duties/responsibilities
Significant experience in member/customer service preferably in a call center, retail banking or financial institution
Advanced knowledge of state and federal laws affecting the collection of delinquent mortgage and equity loans; real estate, bankruptcy and foreclosure
Significant experience in resolving complex mortgage collection issues and inquiries
Expert knowledge of NFCU, Fannie Mae, VA and Freddie Mac and MI guidelines to determine eligibility for mortgage collection
Expert knowledge of Fair Debt collection Practices Act, Fair Credit Reporting Act and related federal and state consumer protection rules and regulations
Advanced knowledge of accounting, credit, and/or lending principles and techniques
Experience in leading, guiding and mentoring others
Experience in work which displays increasing levels of responsibility and/or authority
Significant experience in working with complex specialized accounts/default data as it relates to collections/bankruptcy regulations and practices
Ability to work independently and in a team environment
Advanced clerical, technical or administrative skills
Advanced skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations
Advanced research, analytical, and problem solving skills
Advanced verbal and written communication skills
Advanced database and presentation software skills
Advanced skill exercising initiative and using good judgment to make sound decisions
Desired Qualifications
Working knowledge of Navy Federal mortgage products, services, programs, policies and procedures
Hours: Monday - Friday, 11:30AM - 8:00PM Occasional Saturdays 7:00AM - 11:00AMLocation: 5550 Heritage Oaks Dr. Pensacola, FL 32526About Us You have goals, dreams, hobbies, and things you're passionate about—what's important to you is important to us. We're looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family, and passions. And we're looking for team members who are passionate about our mission—making a difference in military members' and their families' lives. Together, we can make it happen. Don't take our word for it: Military Times 2022 Best for Vets Employers WayUp Top 100 Internship Programs Forbes® 2022 The Best Employers for New Grads Fortune Best Workplaces for Women Fortune 100 Best Companies to Work For® Computerworld® Best Places to Work in IT Ripplematch Campus Forward Award - Excellence in Early Career Hiring Fortune Best Place to Work for Financial and Insurance ServicesEqual Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/DisabilityDisclaimers: 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 positionBank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.REQNUMBER: 18154