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 (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.) 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 Federal's 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.
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- 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
