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

Navy Federal Credit Union

Member Service Representative providing mortgage information and responding to customer inquiries. Involves handling high volume calls and performing transactions for Navy Federal accounts within a structured contact center.

Posted 5/1/2026full-timePensacola • Florida • 🇺🇸 United StatesMid-LevelSenior💰 $19 - $23 per hourWebsite

About the role

Key responsibilities & impact

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
Advise members of other products and services that may fit their needs and provide opportunities for positive member interaction

Requirements

What you’ll need

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
Working knowledge of accounting, credit and/or lending principles and techniques (desired)
Experience in high volume call center situations (desired)
Familiarity with NFCU Contact Center procedures, policies and practices (desired)
Familiarity with applicable NCUA and federal regulations governing consumer lending, credit cards, mortgage and equity loans, and/or savings and checking accounts (desired)

Benefits

Comp & perks

Competitive pay
Generous benefits and perks

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills & Tools

basic mathematical calculationsaccounting principlescredit principleslending principlesmortgage transactionscustomer service transactionsmultiple system adaptabilityPC applications navigationhigh volume call center experienceNFCU Contact Center procedures

Soft Skills

active listeningcomposure in high production environmentsinitiative and judgmentrelationship buildingverbal communicationwritten communicationorganizational skillsplanning skillstime managementproblem resolution