Member Service Representative II – Mortgage Loan Originator, Contact Center Operations

Navy Federal Credit Union

Member Service Representative responding to inquiries within a structured contact center. Providing information and transactions for Navy Federal products and services.

Posted 5/1/2026full-timeWinchester • Virginia • 🇺🇸 United StatesMid-LevelSenior💰 $21 - $24 per hourWebsite

About the role

Key responsibilities & impact

To advise members of other products and services that may fit their needs and provide opportunities for positive member interaction.
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.
Respond to inquiries and requests from members and other individuals within a 24/7 high volume, schedule-driven and structured contact center operation (CCO).

Requirements

What you’ll need

Experience in member/customer service preferably in a call center, retail banking or financial institution
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 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
**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
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

Benefits

Comp & perks

Highly competitive pay
Generous benefits and perks

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

customer servicemortgage lendingbasic mathematical calculationsaccounting principlescredit principleslending principlesNFCU Contact Center proceduressalescross sellingup-selling

Soft Skills

active listeningcomposure in high production environmentsinitiativegood judgmentrelationship buildingverbal communicationwritten communicationorganizational skillsplanning skillstime management

Certifications

Nationwide Mortgage Licensing System registration