Delinquency Control Counselor III (Credit Cards)

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. Provide member financial counseling and mitigate loss for Navy Federal. Collect on 31-60 days delinquent accounts. Work independently on progressively more complex default accounts. Work with members to present recommendations for complex Consumer/Credit Card collection solutions. Process settlements, repossessions and/or negotiate loss mitigation offers to mitigate loss/risk. May provide advice/guidance to Delinquency Control Counselor I/II. Work with minimal supervision.

***Qualified candidates will receive link to a required online assessment via the primary email address listed on their application***


  • Contact delinquent members in an attempt to cure delinquency utilizing all payment options and loss mitigation tools offered by Navy Federal
  • Obtain detailed financial information from delinquent members and analyze information gathered to determine optimal solutions for curing delinquency
  • Notate in Collection systems members’ arrangements, reason(s) for delinquency, and any offered charge-off alternatives offered to members
  • Maintain working knowledge of the federal and state consumer protection laws (Unfair, Deceptive, or Abusive Acts or Practices; Fair Debt Collection Practices Act; Fair Credit Reporting Act; Servicemembers Civil Relief Act; etc.)
  • Perform manager share transfers for amounts up to authorized limits
  • Offer short/long term solutions including repayment plans, promises-to-pay, loan modifications, refinances, personal finance management, and deferral programs
  • Explain and communicate relinquishing options such as settlements
  • Provide guidance and coaching to less experienced staff
  • Maintain awareness of changes in regulatory requirements and practices
  • Ensure required notifications, including collection emails, letters, and any applicable state/regulatory letters, are sent timely to members
  • Provide required reporting to supervisors, as well as specialized reports to Navy Federal management (including daily in-house, activity trends, and payment tracking)
  • Use online tools and contact appropriate parties
  • Perform other related duties as assigned or appropriate

Qualifications - All required unless otherwise noted

  • Significant experience in collecting and negotiating on delinquent Consumer/Credit Card accounts
  • Effective skill to work independently on progressively more complex Consumer/Credit Card default accounts
  • Advanced knowledge of Consumer/Credit Card collection servicing accounts
  • Working knowledge of bankruptcy, settlements, default reporting, repossession, loss mitigation and charge-off
  • Effective skill in researching accounts, public records, internet, and other resources to identify means of contacting delinquent members
  • Advanced knowledge of federal and state consumer protection laws (Unfair, Deceptive, or Abusive Acts or Practices; Fair Debt Collection Practices Act; Fair Credit Reporting Act; Servicemembers Civil Relief Act; etc.)
  • Advanced planning, organizational, and time management skills
  • Advanced research, analytical, and problem solving skills
  • Effective verbal and written communication skills
  • Effective skill exercising initiative and using good judgment to make sound decisions
  • Advanced skill following, interpreting, and applying relevant data/instructions to guidelines, procedures, practices and regulations
  • Advanced skill navigating multiple screens and PC applications and adapting to new technologies


  • Working knowledge of Navy Federal processes and different types of transactions

Bank Secrecy Section

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. (Additional hours, including some Saturdays, will 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