Overview
To perform difficult work to ensure collateralized loans have valid and appropriate proof of ownership to minimize Navy Federal financial risk. Verify accounts comply with promissory notes and loan guidelines. Establish cooperative relationships with internal and external partners to ensure procedures are adhered to. Research, resolve, and respond to inquiries/issues from members, state DMVs, dealerships, and others concerning collateral issues and loan compliance. Work is performed under moderate supervision.
Responsibilities
Respond to inquiries via various communication venues (e.g., inbound telephone calls, and RightNow eMessages, etc.) to provide explanation for action taken on member collateralized loans
Review member account data and/or documentation to ensure data is accurate, up-to-date and in compliance with applicable federal and state laws, rules, regulations and Navy Federal policies and procedures
Contact registered owners, state and federal titling agencies, vehicle dealerships, etc. to resolve discrepancies with title issues and loan compliance; identify and perform related follow-up actions
Maintain systematic, consistent and reliable notes and contact history information on each member interaction and actions taken on accounts
Advise Supervisor and peers of regulatory and/or procedural changes implemented by titling agencies
Initiate and ensure corrective action to member accounts and/or documentation to ensure complete and accurate documentation
Record, track and report member concerns to management
Track and update action items in databases
Maintain and administer Navy Federal's collateral tracking database
Collect, prepare and maintain data for analysis, reports and reference
Analyze, research and resolve problems and discrepancies related to member accounts/loans
Evaluate processes and resource materials and recommend updates/improvements
Determine appropriate documentation for lien placement; prepare letters/forms and forward to member; track and follow-up to ensure forms are returned
Respond to inquiries; offer solutions to members, other business units and external organizations
Release titles, reverse loan rates and recommend account refinances and/or changes of collateral on accounts that do not comply with loan guidelines
Maintain thorough knowledge of applicable federal and state laws, rules and regulations and Navy Federal policies and procedures
Monitor, review, interpret and process requests, initiate adjustments within defined scope of authority
Serve as a mentor/trainer and provide guidance and assistance to Collateral Control team members
Facilitate collateral control training for staff in other business units
Perform other duties as assigned
Qualifications
Experience in member/customer service preferably in a call center, retail banking or financial services organization
Working knowledge of applicable federal and state laws, rules and regulations governing collateral procedures, title policies and loan perfection
Experience in work which addresses/resolves collateral issues and inquiries
Working knowledge of multiple financial products (e.g., consumer or mortgage loans, credit cards, savings/checking accounts, etc.)
Working knowledge of consumer lending principles and financial practices
Working knowledge of accounting and credit principles and techniques
Experience working in a high volume, fast paced environment
Ability to work independently and in a team environment
Advanced skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations
Advanced skill interacting with staff, management, vendors and members diplomatically and tactfully
Effective skill exercising initiative and using good judgment to make sound decisions
Effective clerical, technical or administrative skills
Effective research, analytical, and problem-solving skills
Advanced verbal, interpersonal and written communication skills
Advanced database, word processing, spreadsheet, and presentation software skills
Desired Qualification(s)
Notary Public
Working knowledge of Navy Federal functions, philosophy, operations and organizational objectives
Hours: Tuesday - Friday, 7:00AM - 3:30PM and Saturday, 7:00AM - 12:30PM
Locations: 5550 Heritage Oaks Dr., Pensacola, FL 32526
About Us
You have goals, dreams, hobbies, and things you're passionate about-what's important to you is important to us. We're looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them-friends, family, and passions. And we're looking for team members who are passionate about our mission-making a difference in military members' and their families' lives. Together, we can make it happen. Don't take our word for it:
- Military Times 2022 Best for Vets Employers
- WayUp Top 100 Internship Programs
- ForbesR 2022 The Best Employers for New Grads
- Fortune Best Workplaces for Women
- Fortune 100 Best Companies to Work ForR
- ComputerworldR Best Places to Work in IT
- Ripplematch Campus Forward Award - Excellence in Early Career Hiring
- Fortune Best Place to Work for Financial and Insurance Services
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
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: 14891
