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Mortgage Collection Counselor III

Location: FL Pensacola - GPO Full/Part Time: Full-Time Regular/Temporary: Regular

Job Description

Employee Perks

Why You Will Love Being Part of the Navy Federal Team:

*Competitive compensation with opportunities for annual raises, promotions, and bonus potential
*Best-in-Class Benefits! (7% 401k match / Pension plan / Tuition reimbursement / Great insurance options)
*On-site amenities include fitness center, wellness center, cafeteria, etc. at Pensacola, FL; Vienna, VA and Winchester, VA campuses
*Consistently Awarded Top Workplace
*Nationally recognized training department by TRAINING Magazine IND123
*An employee-focused, diverse, and service-oriented workplace environment

Basic Purpose

To control/collect on past due late stage mortgage and equity accounts (31 + days) in delinquency, in accordance with all government, investor, VA/FHA, and Navy Federal rules and regulations. Provide member financial counseling and mitigate loss for Navy Federal. Serve as mentor/trainer and provide guidance and assistance to team members. Work under minimal supervision.

  • Control past due mortgage and equity delinquencies by regularly reviewing member account data, contacting member, and reviewing or documenting the financial situation, to ensure data is accurate, up-to-date and in compliance with government and Navy Federal guidelines
  • Ensure required notifications, including collection emails, letters and any applicable state/regulatory letters are sent to members
  • Maintain systematic, consistent and reliable notes and contact history information on each member interaction and actions taken on accounts
  • Record, track and report member concerns to management
  • Notate member arrangements in Collection system, reason(s) for delinquency, and any foreclosure alternatives offered to member
  • Track and update action items in database(s)
  • Collect, prepare and maintain data for analysis, reports and reference
  • Perform manager share transfers (MST) for amounts up to authorized limits
  • Obtain detailed financial information from delinquent members and offer solutions and alternatives to bankruptcy/charge-off
  • Contact and counsel delinquent members in an attempt to cure delinquency utilizing all payment options and loss mitigation tools offered by Navy Federal
  • Analyze, research and resolve problems and discrepancies related to member accounts/loans
  • Ensure required notifications, including breach and collection letters, and any applicable state/regulatory/investor letters are sent to members
  • Initiate and ensure corrective action to member accounts and/or documentation to ensure complete and accurate documentation
  • Respond to inquiries; offer solutions to members, other business units and external organizations
  • Communicate external loss mitigation options, including, but not limited to: Making Home Affordable Program such as HARP
  • Offer short term property retention solutions including repayment plans, promises-to-pay, forbearance, modifications and deferral programs
  • Explain and communicate relinquishing property options such as short sales, deeds-in-lieu, and foreclosure
  • Serve as mentor/trainer and provide guidance and assistance to team members
  • Research, gather and synthesize data; present conclusions and recommendations to management and/or team members
  • Perform other related duties as assigned

 Qualifications (all required unless otherwise noted)

  • Significant experience in performing clerical or administrative duties/responsibilities
  • Significant experience in member/customer service preferably in a call center, retail banking or financial institution
  • Advanced knowledge of state and federal laws affecting the collection of delinquent mortgage and equity loans; real estate, bankruptcy and foreclosure
  • Significant experience in resolving complex mortgage collection issues and inquiries
  • Expert knowledge of NFCU, Fannie Mae, VA and Freddie Mac and MI guidelines to determine eligibility for mortgage collection
  • Expert knowledge of Fair Debt collection Practices Act, Fair Credit Reporting Act and related federal and state consumer protection rules and regulations
  • Advanced knowledge of accounting, credit, and/or lending principles and techniques
  • Advanced clerical, technical or administrative skills
  • Advanced skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations
  • Advanced research, analytical, and problem solving skills
  • Advanced verbal and written communication skills
  • Advanced database and presentation software skills
  • Advanced skill exercising initiative and using good judgment to make sound decisions
  • Experience in leading, guiding and mentoring others
  • Experience in work which displays increasing levels of responsibility and/or authority
  • Significant experience in working with complex specialized accounts/default data as it relates to collections/bankruptcy regulations and practices
  • Ability to work independently and in a team environment
  • Desired - Working knowledge of Navy Federal mortgage products, services, programs, policies and procedures
  • Desired - Working knowledge of Navy Federal mortgage products, services, programs, policies and procedures

Bank Secrecy Act

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


Monday - Friday; 11:30 a.m. - 8:00 p.m. CST  (Additional hours, including some Saturdays, may be required based upon business needs)

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