Overview
To provide individualized and group mentoring to newly hired Real Estate Lending employees sharing best practices, lessons learned, and soft skill experiences with an emphasis on providing exceptional member service. To provide support, coaching, and mentoring to newly hired employees within the Real Estate Lending department. To support REL team members in responding to inquiries and requests from members and other individuals about Navy Federal mortgage products and services.
Responsibilities
Develop soft skills, call finesse and member engagement techniques/verbiage for team members
Represent Navy Federal with a positive and professional demeanor while contributing to a performance-based, sharing, team-oriented workplace
Evaluate and provide individualized feedback to team members; share results with supervisors and trainers, as needed
Support newly hired team members in post training by providing side-by-side mentoring
Ensure team member has knowledge and skills in advanced call best practices and conflict resolution techniques
Provide assistance and direction on complex/unique or unusual loan scenarios
Train team members and/or peers on functional processes and procedures
Coordinate up-to-date information sharing between mortgage trainers and new employees regarding loan program changes, automated system changes, underwriting and documentation, etc.
Ensure team members are aware of and utilize the most recent policy/procedure updates and related resources
Analyze changes in policies, procedures, and products; determine the impact on the functions of the section
Support projects and initiatives within the business unit and/or across the organization
Provide input on team member performance appraisals
Perform other duties as assigned
Qualifications
Advanced knowledge of mortgage loan (i.e., conventional, FHA, VA loans) guidelines
Advanced knowledge of Real Estate Lending services, programs, policies and procedures
Extensive experience in member/customer service preferably in a retail banking or financial institution
Working knowledge of multiple financial products such as consumer or mortgage loans, credit cards, savings/checking accounts, etc.
Effective skill maintaining accuracy with attention to detail and meeting deadlines
Advanced skill speaking and/or presenting in front of groups in a professional setting
Effective skill at leading, guiding and mentoring
Advanced skill leading and guiding multi-functional teams to ensure timely and accurate outcomes
Expert active listening skills to accurately respond to inquiries and account requests
Advanced interpersonal, verbal and written communications skills
Advanced organizational, planning and time management skills
Effective skill exercising initiative and using good judgment to make sound decisions
Advanced skill applying research and interpretation of findings to respond to requests for information
Effective skill applying constructive criticism, feedback and solutions to drive desired performance and achieve goals
Desired Qualification(s)
Advanced knowledge of Navy Federal's functions, philosophy, operations and organizational objectives
Working knowledge of Navy Federal products, services, programs, policies and procedures
Hours: Monday - Friday, 8:00AM - 4:30PM
Locations: 5510 Heritage Oaks Drive, Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602
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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- ForbesR 2023 The Best Employers for New Grads
- Fortune Best Workplaces for MillennialsTM 2023
- Fortune Best Workplaces for Women TM 2023
- Fortune 100 Best Companies to Work ForR 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: 20164-OTHLOC-100004137495224
