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

Navy Federal Credit Union

Member Service Representative providing customer service in a 24/7 contact center. Handling inquiries related to mortgage and other Navy Federal products efficiently.

Posted 6/9/2026full-timeWinchester • Virginia • 🇺🇸 United StatesMid-LevelSenior💰 $21 - $24 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

Incumbent must register with the Nationwide Mortgage Licensing System and Registry (includes fingerprinting and background checks)
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
**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

Eligible for the TalentQuest employee referral program
Health insurance
401(k) matching
Paid time off
Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

basic mathematical calculationsmultiple system adaptabilityactive listeningcustomer servicenavigating multiple screensworking knowledge of accountingworking knowledge of credit principlesworking knowledge of lending principlesexperience in mortgage lendingexperience in sales

Soft Skills

effective communicationmaintaining composureinitiative and judgmentbuilding relationshipsorganizational skillsplanning skillstime managementproblem resolutiontactful interactionmanaging multiple priorities

Certifications

Nationwide Mortgage Licensing System registration