Member Service Rep II, Mortgage Loan Originator-CCO

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. 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 Moderately complex/Varied

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

Review and evaluate mortgage loan applications to ensure viability (members 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.) complex/Difficult

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 complex/Difficult

Counsel current prospective members about Navy Federals products and services Under minimal 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 complex/Difficult

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

Effectively perform all duties required for MSRs – CCO complex/Difficult

Perform other related duties as assigned

Qualifications

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

Experience in the mortgage lending industry

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

Working knowledge of mortgage lending concepts and principles

Working Knowledge of mortgage lending requirements, regulations and procedures for VA and conventional loan programs

Familiarity with mortgage/equity loan processing, closing and documentation requirements and regulations

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

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

Advanced skill maintaining composure in a high production and changing environment

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

Advanced skill performing basic mathematical calculations and working accurately with numbers

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

Advanced skill in producing desired results and achieving goals and objectives

Effective skill comprehending, analyzing and explaining all aspects of mortgage loan origination (need Quals approval)

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

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

Advanced verbal and written communication skills

Advanced skill interacting tactfully and effectively in difficult situations

Advanced organizational, planning and time management skills

Advanced skill in resolving member/customer problems

Effective skill actively guiding members through interactions to reduce member effort and enhance member loyalty (need Quals approval)

Effective skill in conflict management and resolution

Desired Qualifications

Working knowledge of NFCU mortgage products, services, programs, policies and procedures

Working knowledge of NFCU Contact Center procedures, policies and practices

Experience in high volume call center situations

Working knowledge of applicable NCUA and federal regulations governing consumer lending, credit cards, mortgage and equity loans, and/or savings and checking accounts

Working knowledge of savings and checking products, accounts and services

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

Effective skill in using appropriate cross servicing techniques and member engagement methods

Hours: Various shifts starting at 1PM CT

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: 21384