Mortgage Servicing Response Specialist I

Location: VA Vienna - Headquarters 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
*An employee-focused, diverse, and service-oriented workplace environment

Basic Purpose

To compose written responses to regulators, attorneys and members within strictly defined deadlines and guidelines.  To research issues and provide documentation in regard to mortgages. To house, maintain and coordinate the  implementation of automated letters into production for use by business partners. Level I: Work under moderate  supervision.  


  • Monitor RightNow eMessage system while maintaining a strict 24hour turnaround time; conduct independent  research in multiple business areas
  • Compose correspondence to member inquiries, ranging from to basic to complex, regarding the servicing of  mortgages
  • Analyze, research and compose responses to Qualified Written Requests, Servicing File and Regulation X:  Notice  of Error or Information Request letters within required timeframe set forth by RESPA/CFPB regulations and  guidelines – Basic research/review
  • Collaborate with Compliance, Collateral Risk, Mortgage Default and/or Office of General Counsel as appropriate 
  • Ensure responses to members are factually and grammatically accurate, concise, thorough and in accordance  with Navy Federal style while adhering to RESPA/CFPB requirements 
  • Research, review and coordinate escalated concerns from members, regulators, attorneys or governing bodies
  • Manage the Concerns Database, ensuring timely response from business units to formulate the appropriate  response to the inquiry/request to maintain compliance with regulated deadlines
  • Formulate and present proposed resolution and response to management – Basic research/review 
  • Manage Correspondence Quality Assurance Review (CQAR) Database for the implementation or revision of new  or existing letters for use by Mortgage Servicing
  • Coordinate with Corporate Correspondence, Compliance, management and Mortgage and Equity Servicing  Support 
  • Continually evaluate procedures and recommends enhancements to attain maximum efficiency and compliance  for processes
  • Provide support for action items on projects and audits
  • Perform other duties as assigned 


  • Ability to work effectively and efficiently with automated systems 
  • Exposure to member/customer service operations to include understanding of effective member/customer  service philosophy  
  • Basic skill in resolving member/customer problems  
  • Exposure to responding effectively to highly sensitive, complex and/or urgent member/customer requests  
  • Familiarity with applicable NCUA and federal regulations governing consumer lending and/or credit cards, mortgage and equity loans, savings and checking accounts  
  • Effective skill collaborating with various external and internal technical and/or functional contacts  
  • Experience in managing multiple priorities independently and/or in a team environment to achieve goals 
  • Basic organizational, planning and time management skills 
  • Basic research, analytical, and problem solving skills 
  • Basic skill exercising initiative and using good judgment to make sound decisions 
  • Basic skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and  regulations 
  • Basic skill performing mathematical calculations and working accurately with numbers 
  • Basic skill maintaining accuracy with attention to detail and meeting deadlines 
  • Basic verbal and written communication skills 
  • Basic word processing and spreadsheet software skills 
  • Basic database and presentation software skills 
  • Desired Familiarity with Mortgage and Equity Servicing Support 
  • Desired Familiarity with Navy Federal Credit Union policies, procedures, products and services 
  • Desired – Working knowledge of Navy Federal's functions, philosophy, operations and organizational objectives 
  • Desired – Knowledge of systems and software used at Navy Federal 
  • Desired – Working knowledge of state and Federal laws; industry regulations, principles, and practices; and  company policies that govern the business unit’s products/services 

Monday-Friday, 8:00AM-4:30PM

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