Overview To provide consultative financial counseling and debt management services for the membership to mitigate financial loss to Navy Federal Credit Union. Work on assignments that are moderately complex in nature requiring judgement in resolving issues and making recommendations. Mentor and train Personal Finance Specialist/Support Assistants. Work independently.Responsibilities
Provide financial counseling and administer debt management services for members
Interview members to assess their financial situation and determine the appropriate level of counseling required (e.g. productive, preventive, or remedial)
Provide budgetary counseling and assist with developing personal budgets; determine member's qualifications for Personal Finance Management assistance programs
Actively listen to member's unique financial situations; ensure interactions are not perceived as cross- selling opportunities or preferential treatment
Analyze member debts to Navy Federal Credit Union and other creditors
Restructure credit terms and conditions for debt repayment; calculate payment offers and employ negotiation tactics; submit to senior team member/leadership for approval
Recommend loan and/or credit card extensions, reduced interest rates, and refinances; submit to management for approval
Counsel members through difficult decisions, including bankruptcy filings, by recommending alternative solutions
Process payment reversals and submit closure for revolving lines of credit
Review data in system; research missing payments
Initiate and/or respond to members, vendors, and other financial institutions via various communication channels
Ensure compliance with internal and external documentation and disclosure requirements
Ensure member contact information is up to date; and detailed, chronological records are maintained on each member interaction, including actions taken
Present personal finance management and budgeting class/workshop presentations
Stay abreast of and ensure compliance with applicable federal and state laws, rules, and regulations to include to include Regulation B and Regulation Z ), Truth in Lending criteria, UDAAP, and FDCPA guidelines
Participate in continuing education training pertaining to financial literacy and education
Perform other duties as assigned
Qualifications
Experience in the financial services industry, preferably operations and/or administrative support
Experience in financial transaction/processing
Experience in working in a high call volume, fast paced environment, preferably in a large financial institution
Working knowledge of financial budgeting, credit, and/or collection practices
Working knowledge of applicable federal and state laws, rules and regulations
Familiarity with financial counseling, negotiating, and/or explaining decisions to members/customers
Ability to work independently and in a team environment
Ability to maintain confidentiality
Effective member/customer service skills
Effective skill following, interpreting, and applying guidelines, procedures, practices, and regulations
Effective skill communicating with all levels within an organization
Effective skill interacting tactfully and effectively in difficult situations
Effective research, analytical, and problem solving skills
Effective skill exercising initiative and using good judgment to make sound decisions
Effective skill assimilating information, analyzing facts, and developing logical conclusions
Effective skill building effective relationships through rapport, trust, diplomacy and tact
Effective skill performing mathematical calculations with a high degree of accuracy
Effective database, word processing, and spreadsheet software skills
Effective skill navigating multiple screens and PC applications
Effective verbal and written communication skills
Effective skill maintaining accuracy with attention to detail and meeting deadlines
Effective organizational, planning, and time management skills
Effective skill conducting interviews
Desired Qualifications
Working knowledge of NFCU products, services, programs, policies, and procedures
Working knowledge of NFCU's functions, philosophy, operations and organizational objectives
Hours: Monday - Friday, 11:30AM - 8:00PM ESTLocation: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive, Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602About Us 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. Best Companies for Latinos to Work for 2024 Computerworld® Best Places to Work in IT Forbes® 2024 America's Best Large Employers Forbes® 2023 The Best Employers for New Grads Fortune Best Workplaces for Millennials™ 2023 Fortune Best Workplaces for Women ™ 2023 Fortune 100 Best Companies to Work For® 2024 Military Times 2023 Best for Vets Employers Newsweek Most Loved Workplaces Ripplematch Campus Forward Award - Excellence in Early Career Hiring Yello and WayUp Top 100 Internship ProgramsFrom Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.Equal 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/DisabilityHybrid Workplace: Navy Federal Credit Union is a hybrid workplace, and details will be discussed during your interview process.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 positionBank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.REQNUMBER: 22594