Delinquency Control Counselor

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. Serve as subject matter expert (SME) with extensive collection experience working with seriously overdue Consumer/Credit Card accounts, and complex Consumer/Credit Card/specialized accounts. Provide guidance/advice to less experienced staff. Work independently.


  • 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
  • Maintain working knowledge of federal and state consumer protection laws (Unfair, Deceptive, or Abusive Acts or Practices; Fair Debt Collection Practices Act; Fair Credit Reporting Act; Service-members Civil Relief Act, etc.)
  • Manage complex specialized collections account caseloads
  • Perform manager share transfers for amounts up to authorized limits
  • Process litigation packages
  • Offer short/long term solutions including repayment plans, promises-to-pay, loan modifications, refinances, personal finance management, and deferral programs
  • Resolve issues related to settlements, bankruptcy or charge-off actions
  • Explain and communicate relinquishing options such as settlements
  • 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)
  • Serve as mentor/trainer and provide guidance and assistance to  team members
  • Use online tools and contact 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; Service-members Civil Relief Act; etc.)
  • Effective verbal and written communication 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


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

Shift:  To Be Determined 

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.