Delinquency Control Counselor IV (Consumer Loans)

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 Consumer Loan and Credit Card accounts for all stages of delinquency, in accordance with all government and Navy Federal rules and regulations. To provide member financial counseling and mitigate loss for Navy Federal.

***Candidates who meet the qualifications of the position will be sent a required online assessment to the email address listed on their application***


  • Contact and counsel delinquent members in an attempt to cure delinquency utilizing all payment options and loss mitigation tools offered by Navy Federal
  • Control delinquency on Consumer/Credit Card loan accounts.
  • Ensure required notifications, including collection emails, letters and any applicable state/regulatory letters are sent to members
  • Explain and communicate relinquishing options such as settlements and bankruptcy
  • Manage complex specialized collections account caseloads
  • Obtain detailed financial information from delinquent members and offer solutions and alternatives to bankruptcy/charge-off
  • Perform manager share transfers for amounts up to authorized limits
  • Provide required reporting to supervisors and management (including daily in-house, activity trends and payment tracking)
  • Process litigation packages
  • Resolve issues related to Settlements, Bankruptcy or Charge-Off actions
  • Use on-line tools and contact appropriate parties
  • Regularly review member account data and/or documentation to ensure data is accurate, up-to-date and in compliance with government and Navy Federal guidelines
  • Serve as mentor/trainer and provide guidance and assistance to team members
  • Perform other duties as assigned

Qualifications– All required unless otherwise noted

  • Extensive experience in working with seriously overdue Consumer/Credit Card accounts, complex specialized accounts/Consumer/Credit Card data
  • Expert knowledge of credit & collections related federal and state fair lending/consumer protection laws & regulations
  • Expert knowledge of Consumer/Credit Card collections systems, policies, procedures, practices and/or actions
  • Expert knowledge of Navy Federal system workstations, manuals and procedures related to high risk Accounts
  • Advanced skill in systems analysis, workflow, or procedural analysis
  • Effective word processing and spreadsheet software skills

Bank Secrecy Act

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


Monday - Friday, 10:00 a.m. - 6:30 p.m.  (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