Delinquency Control Counselor I - Vienna, VA

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 IND123
*An employee-focused, diverse, and service-oriented workplace environment

Basic Purpose

To control/collect on past due Consumer Loan and Credit Card accounts in accordance with all government and Navy Federal rules and regulations. Provide member financial counseling and mitigate loss for Navy Federal. Collect on 1-30 days delinquent accounts. Make decisions within clearly defined guidelines and policies on Consumer/Credit Card default process. Work under immediate supervision.


* 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 analyses 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
* Maintain working Knowledge of the federal and state consumer protections laws (Unfair, Deceptive, or Abusive acts or Practices; Fair Debt Collections 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
* Maintain awareness of charges 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 on-line tools and contacts appropriate parties
* Perform other related duties as assigned or appropriate

Qualifications – All required unless otherwise noted:

* Familiarity with Consumer/Credit Card collections concepts and practices
* Ability to interpret and apply relevant data to existing Consumer/Credit Card collection guidelines, procedures, practices, and regulations (Unfair, Deceptive, or Abusive Acts or Practices; Fair Debt Collection Practices Act, Fair Credit Reporting Act; Servicemembers Civil Relief Act, etc.)
* Effective verbal and written communications skills
* Effective 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
* Effective skill following, interpreting, and applying relevant data/instructions to guidelines, procedures, practices and regulations
* Effective skill navigating multiple screens and PC applications and adapting to new technologies
* Desired - 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 through Friday, 10:00 am - 7:00 pm 

Candidates who meet the minimum requirements of the position will be sent a required online assessment to the email address listed in the application

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


Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need.

Bank Secrecy Act

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