Overview 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.Responsibilities
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
Qualifications
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
Hours: Multiple shifts available starting at 12:00PM ET Location: 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. Our approach to careers is simple yet powerful: Make our mission your passion. Best Companies for Latinos to Work for 2024 Computerworld® Best Places to Work in IT Forbes® 2024 America's Best Large Employers Forbes® 2024 America's Best Employers for New Grads Forbes® 2024 America's Best Employers for Tech Workers Fortune Best Workplaces for Millennials™ 2024 Fortune Best Workplaces for Women ™ 2024 Fortune 100 Best Companies to Work For® 2024 Military Times 2024 Best for Vets Employers Newsweek Most Loved Workplaces PEOPLE's Companies That Care 2024 Ripplematch Recruiting Choice Award 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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected Veteran.Hybrid 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: 22894