Mortgage Servicing Support Specialist I

Location: VA Winchester - Operations Full/Part Time: Full-Time Regular/Temporary: Regular

Job Description


You have goals, dreams, hobbies and things you’re passionate about.

What’s Important to You Is Important to Us
We’re looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family and passions. And we're looking for team members who are passionate about our mission—making a difference in military members' and their families' lives. Together, we can make it happen.

Don’t take our word for it.

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  • FORTUNE® Best Workplaces for Millennials
  • Forbes® America’s Best Employers


Basic Purpose

To provide mortgage documentation for regulatory, business partner and member inquiries. To manage channels of
internal communication. To secure and disburse negotiable instruments (documentation). Process lien releases and
paid in full mortgage loans, ensuring compliance with federal, state and Navy Federal regulations. Oversee third party
vendors for accuracy and timely, accurate processing. Monitor daily dashboard reports. Level I: Work under
moderate supervision.


• Research various databases and queues to provide critical documents requested by internal business partners
or member inquiry
• Monitor fax queue and examine each file to determine which department within Mortgage & Equity Servicing
should receive incoming mortgage documents 
• Secure legal documents and transmit electronic copies to various business units 
• Disburse negotiable instruments received from Remittance Processing to appropriate business unit 
• Validate and process payoff request from third parties and internal departments communicated via fax or
• Process, issue and reconcile iDisburse checks batched by business units
• Monitor Secure Email database for replies to correspondence from third parties and members; to forward to
the appropriate business unit 
• Issue urgently requested Cash Disbursement Voucher checks critical to various business units 
• Compose correspondence in reply to members via eMessage and letter 
• Evaluate procedures and recommend enhancements to reach maximum efficiency for processes
• Perform daily, weekly, bi¿weekly and monthly reviews and reconciliation of all periodic mortgage statements
• Research and provide expertise for projects and testing 
• Produce documentation for audits 
• Review correspondence from members, attorneys, title companies and other financial institutions regarding lien
release and recording discrepancies 
• Identify incorrect recordings, make necessary corrections and resend for recording 
• Answer inquiries from members, attorneys, title companies and other financial institutions 
• Enter required information per statutory compliance requirements for paid in full mortgage files using reference
• Ensure appropriate signatures are obtained and mail release documents to appropriate county courthouses
• Reconcile transmittal reports to ensure loans requiring lien releases are transmitted and loans not requiring lien
• Examine loans on hold, missing images, and provide necessary information prior to due dates 
• Perform other duties as required


• 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
• 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

Hours:Monday-Friday 11:00AM - 7:30PM EST with 1 Saturday every 2 months 9:00AM - 1:00PM EST

Location:141 Security Lane Winchester, VA. 22602

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.
An assessment may be required to compete for this position.

Bank Secrecy Act

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