Member Service Representative II – Mortgage Loan Originator

Navy Federal Credit Union

Member Service Representative in a contact center responding to member inquiries on Navy Federal products, focusing on mortgage loans. Providing customer service and information in a high-volume environment.

Posted 6/9/2026full-timePensacola • Florida • 🇺🇸 United StatesMid-LevelSenior💰 $19 - $23 per hourWebsite

About the role

Key responsibilities & impact

To 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.
May perform transactions or related functions for savings, checking, consumer loans, credit cards, IRAs and/or other Navy Federal accounts.
To 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 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 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

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development
Bonuses
Equipment allowances

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

basic mathematical calculationsmultiple system adaptabilityperforming transactionsnavigating multiple screensworking accurately with numbers

Soft Skills

active listeningmaintaining composuremanaging multiple prioritiesexercising initiativebuilding relationshipsverbal communicationwritten communicationorganizational skillsplanning skillstime management

Certifications

Nationwide Mortgage Licensing System registration