Mortgage Member Services Specialist I

Overview

To process and evaluate specialized mortgage account changes including, but not limited to, modifications, contractual adjustments such as annual or monthly rate changes. To answer mortgage related inquires and questions regarding active loans for members and internal customers. To set up and maintain records within the Mortgage Servicing Platform (MSP). Perform basic/routine tasks with basic scope.

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.

Responsibilities

Set up and review the scheduled drafting system for all loans on automatic payments; implement and update automatic member payment options for mortgage and equity loans.

Prepare, submit, enact and review offers for a Streamlined Rate Reduction in partnership with the mortgage origination team. Basic/Routine

Process online communication requests to review and update member loans by Navy Federal employees.

Review data reports identifying possible discrepancies in member information and correct within MSP.

Verify accurate credit bureau reporting and reporting for equity loans with a freeze added or removed by Equity Lending in MSP system

Review discrepancies in 1098 reporting and adjust as appropriate

Review and process member requests for expedited equity loan checks. Basic/Routine

Process, review, and verify Home Affordable Modification Alternative (HARMA) modifications at the direction of the mortgage originations team

Review and maintain the drafting discount program, ensuring timely removal of the discount for members who delete or alter drafting to a non-Navy Federal account

Review, verify, and when needed correct notifications to members of pending changes to loans (i.e. ARM. interest only to principal and interest) in accordance with timely notice requirements; generate documentation, enact and review the modification of 2/2 ARM rates for the member in accordance with original loan documentation

Review accounts on Budget Easy Pay with funds in suspense and contact members to resolve, review reports of compromised automatic payment accounts and update accordingly

Generate documentation, enact, and review the conversion of equity lines of credit to fixed equity loans in accordance with the original loan documents signed by the member Basic/Routine

Process Home Equity Lines of Credit (HELOC) credit card order requests

Review errors identified by the Contact Center or Post Closing team on loans download where MSP does not match the signed documentation on file

Process loan assumptions per documentation provided by the mortgage origination team

Maintain the indices which determine the rates for ARM and equity loan variable rates

Assist the Mortgage Correspondence team by providing detailed information responding to member letters and Navy Federal Online Account Access (NFOAA) correspondence, and monitor the fax database and distribute or respond appropriately to faxes received from members.

Discuss with members the options for recasting a loan, drawing up appropriate documentation, ensuring the recast is performed correctly

Enter consumer and business loans to MSP systems that have not downloaded through existing automated processes or at the direction of Business Services.

Process collection and deferral modifications based on documentation provided by the Member Outreach area.

Partner with Mortgage Collections for the handling of loans where members have transferred title incorrectly.

Perform other duties as assigned

Qualifications

Ability to work independently and in a team environment

Effective in remaining diplomatic and tactful when interacting with staff, management, vendors, and members

Effective verbal and written communication skills

Basic skills in performing mathematical calculations and working accurately with numbers

Basic skills in researching, analyzing, and problem solving

Basic skills in interpreting and applying instructions

Effective skills in word processing and spreadsheet software

Basic skills in exercising initiative and using good judgment to make sound decisions

Effective skills in organizing, planning, and time management to produce desired results and achieve goals and objectives

Effective skill maintaining accuracy with attention to detail and meeting deadlines

Effective skill examining and interpreting information quickly and accurately

Desired Qualifications

Familiarity with Navy Federal mortgage products, services, programs, policies and procedures

Familiarity with mortgage lending requirements, regulations, and procedures and mortgage servicing policies and practices

Familiarity with mortgage & equity payment/payoff functions and related servicing regulations

Familiarity with Navy Federal financial and credit transaction processes and mortgage servicing system

Ability to analyze, comprehend, and explain complex mortgage loan accounts

Exposure to automated lending systems

NMLS certification

Hours: Monday – Friday, 10;00AM – 6:30PM

Location: 5510 Heritage Oaks Drive, Pensacola, FL 32526

About 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 Americas 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 Programs

From 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/Disability

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 position

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

REQNUMBER: 20480-OTHLOC-100004137495234