Navy Federal Credit Union

Member Service Representative II – MLO, Contact Center Operations

Navy Federal Credit Union

full-time

Posted on:

Location Type: Hybrid

Location: Pensacola • Florida • United States

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Salary

💰 $19 - $23 per hour

About the role

  • 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
  • Provide member service via phone or other media as available (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
  • Analyze, research and resolve problems and discrepancies related to member accounts/loans
  • 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 reapproval)

Requirements

  • Experience in member/customer service preferably in a call center, retail banking or financial institution
  • Experience in managing multiple priorities independently and/or in a team environment to achieve goals
  • 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
  • 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
  • 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
  • Desired Qualifications: Experience in the mortgage lending industry; Experience in high volume call center situations; Working knowledge of accounting, credit and/or lending principles and techniques; 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
Benefits
  • Highly competitive pay
  • Generous benefits and perks
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
mortgage applicationsdebt to income ratiofirst call resolutionbasic mathematical calculationsaccount transactionsfee adjustmentscross service productsproblem resolutionresearch and analysiscompliance with Federal guidelines
Soft Skills
active listeninginitiativejudgmentrelationship buildingverbal communicationwritten communicationorganizational skillstime managementcomposure under pressureadaptability
Certifications
NMLS registration