Mortgage & Equity Quality Service 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.

• Military Times 2021 Best for Vets Employers
• WayUp Top 100 Internship Programs
• Forbes® 2021 The Best Employers for New Grads
• Forbes® America's Best Employers
• Newsweek Top 100 Most Loved Workplaces
• 2021 People Companies that Care
Fortune Best Workplaces for Women
Fortune 100 Best Companies to Work For®
Fortune Best Workplaces for Millennials
• Computerworld® Best Places to Work in IT

Basic Purpose

To provide quality control and serve as internal consultant for Mortgage & Equity Servicing by monitoring and evaluating telephone calls or other media (e.g., e-mail, chat, etc.) received or made by Mortgage & Equity Servicing. To analyze monitoring results and develop and initiate quality improvements.


• Determines the effectiveness of staff responses to members regarding Mortgage & Equity Servicing operations.
• Monitors calls to members and received from other employees
• Evaluates calls against established standards to determine the completeness, consistency, and accuracy of member service actions for Mortgage & Equity Servicing staff (e.g. advising members of loan modification denials, drafting, determining modification fee assessments or refunds, Insurance, Government submission, Loan review, RESPA; SCRA status, etc.) in accordance with policies/procedures and CFPB, NCUA, and Investor regulations
• Identifies patterns of activity that indicate possible employee/member fraud or account abuse
• Identifies training, procedural, and automated systems issues and concerns
• Attends calibration sessions to ensure monitoring and scoring of phone calls are being executed in a consistent manner
• Performs analysis of data gathered on monitored calls.
• Identifies issues/problems and their root cause(s) related to: product/service skill set knowledge and productivity; call script structure and efficiency; Mortgage & Equity Servicing staff development requirements; training; automated systems; procedures/policies; mortgage contact quality and volume, etc
• Develops solutions and recommendations to correct problems, address inadequacies, and improve processes/procedures and guidelines; forwards these to management, training and staff personnel for review and action
• Coordinates implementation with appropriate personnel within the Division and/or across divisional lines
• Acts as system administrator for the call monitoring system
• Serves as an internal consultant providing support and guidance to Management and Mortgage & Equity Servicing staff.
• Reviews proposed processing and procedural changes to assess impact on member service quality and back office operations; forwards conclusions and proposals for consideration
• Remains alert to system needs and requirements
• Participates in projects and task groups concerning issues that affect Mortgage & Equity Servicing operations
• Keeps informed of federal mortgage regulations relating to: financial products and services; Navy Federal policies and procedures; security updates and fraud alerts
• Conducts virtual and instructor led training sessions for staff and supervisors; contributes to Training programs.
• Provides input and guidance to Training staff on the effectiveness and creation of training programs and materials
• Initiates training updates and recommends additional training to improve consistency in member service quality; improve job knowledge, skills and productivity; and to meet established goals
• Trains staff on the concepts products, policies, equipment, and call monitoring/evaluation techniques
• Creates an effective learning environment and experience for staff by using presentation techniques, lesson plans, and materials
• Performs other related duties as required or appropriate.


• Primarily responsible for call monitoring and analysis of calls
• Uses discretion and knowledge of loans to review service quality of calls
• Completes work by following established policies, procedures, practices and regulations
• Works under moderate supervision
• Provides basic coaching to Servicing Specialists
• Solid knowledge of NCUA, CFPB and federal regulations governing Real Estate lending, mortgage and equity loans
• Experience in a Member Service or Contact Center position of a financial institution such as a credit union, bank or corporate environment
• Proficiency with Mortgage & Equity automated systems; navigation of multiple screens and applications on a PC; adaptability to new technologies
• Demonstrated general to thorough knowledge of financial products and services (e.g., consumer, mortgage and equity loans, etc.)
• Significant listening and telephone communication skills
• Strong analytical, problem-solving, time management, and organizational skills
• Demonstrated ability to coach and provide feedback tactfully
• Ability to interpret and apply regulations, instructions, and procedures
• Effective interpersonal, verbal, and written communication skills
• Demonstrated ability to exercise sound judgment and initiative
• Demonstrated ability to work independently and as a member of a team


• Knowledge of Navy Federal policies and procedures

Hours: Monday - Friday; 8:00AM - 4:30PM

Location:  Winchester Operations Campus - 141 Security Dr, Winchester, VA 22602
*Navy Federal is now hybrid! Our standard enterprise requirement for a hybrid schedule is to report onsite 4-16 days each month. The number of days reporting onsite will ultimately be determined by the employee's leadership and business unit needs. You will learn more throughout the hiring and onboarding process.

The pay range for this position is: $23.00 - $28.50 an hour
*Navy Federal Credit Union assesses market data to establish pay ranges the enable us to remain competitive. You are paid within the pay range, based on your experience, location, and market position.

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

COVID-19 Vaccine Information

As a COVID-19 safety measure, our employees must either provide proof of COVID-19 vaccination or follow additional safety protocols, including testing.


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.