Member Service Representative II/III Contact Center Operations - Mortgage Loan Originator

Location: FL Pensacola - GPO Full/Part Time: Full-Time Regular/Temporary: Regular

Job Description


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 respond to inquiries and requests from members and other individuals within a 24/7 high volume, schedule-driven and structured contact center operation (CCO). Provide information regarding Navy Federal products and services demonstrating knowledge, active listening, multiple system adaptability and engagement methods to ensure optimal member experience and customer service. Perform transactions or related functions for mortgage and/or other Navy Federal accounts. May perform transactions or related functions for savings, checking, consumer loans, credit cards, IRAs and/or other Navy Federal accounts. To advise members of other products and services that may fit their needs and provide opportunities for positive member interaction.

•Provide mortgage information to members regarding products, services, policies and rates 
•Respond to inquiries about mortgage applications, processing status, problems and concerns
•Review and evaluate mortgage loan applications to ensure viability (member’s debt to income ratio and compensating factors) and compliance with Federal and Navy Federal guidelines, etc.
•Implement and update automatic member payment options for mortgage and equity loans
•Provide member service via phone or other media (e.g. email, chat, etc.) 
•Protect and verify identity of caller; review account information for alerts and account irregularities
•Take action and respond to situations/patterns of activity indicating potential fraud or abuse
•Understand and comply with federal and other regulations relating to financial products and services
•Analyze, research and resolve problems and discrepancies related to member accounts/loans 
•Counsel current prospective members about Navy Federal’s products and services under supervision
•Execute first call resolution; may require research, follow-up, return calls
•Identify opportunities to cross service products and increase product penetration
•Perform account transactions 
•Initiate fee adjustments and/or other monetary incentives for members within scope of authority (need respapproval)
•Effectively perform all duties required for MSRs – CCO Moderately Complex/Varied
•Perform other duties as assigned

Qualifications – All required unless otherwise noted

• Incumbent will be required, prior to the assumption of employment duties, to register with the Nationwide Mortgage   Licensing System and Registry; includes fingerprinting and background checks
• Experience in member/customer service preferably in a call center, retail banking or financial institution
• Effective skill in producing desired results and achieving goals and objectives
• Effective skill maintaining composure in a high production and changing environment
• Effective skill navigating multiple screens and PC applications and adapting to new technologies
• Effective skill performing basic mathematical calculations and working accurately with numbers
• Effective active listening skills to accurately respond to inquiries and account requests
• Experience in managing multiple priorities independently and/or in a team environment to achieve goals
• Effective skill exercising initiative and using good judgment to make sound decisions
• Effective skill building effective relationships through rapport, trust, diplomacy and tact
• Effective verbal and written communication skills
• Effective skill interacting tactfully and effectively in difficult situations
• Effective organizational, planning and time management skills
• Effective skill in resolving member/customer problems


• Experience in the mortgage lending industry
• Experience in high volume call center situations
• Working knowledge of accounting, credit and/or lending principles and techniques
• Working knowledge of NFCU Contact Center procedures, policies and practices
• Familiarity with savings and checking products, accounts and services
• Familiarity with applicable NCUA and federal regulations governing consumer lending, credit cards, mortgage and equity loans, and/or savings and checking accounts
• Familiarity with NFCU mortgage products, services, programs, policies and procedures
• Experience in a sales, cross selling or up-selling environment

Work Days: TBD
Work Hours: TBD


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.