Mortgage Specialist III

Navy Federal Credit Union

Control and collect on past due mortgage and equity accounts for Navy Federal Credit Union. Provide member financial counseling as a Mortgage Specialist III in a hybrid role.

Posted 7/21/2026full-timeVienna • Florida, Virginia, West Virginia • 🇺🇸 United StatesMid-LevelSenior💰 $23 - $35 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates advanced knowledge of mortgage collection processes, including compliance with federal and state regulations, while effectively communicating with members to resolve delinquency issues. Exhibits strong analytical, research, and problem-solving skills to manage complex accounts and provide guidance to team members.

Highest-signal resume keywords

Advanced Knowledge Of State And Federal LawsExpert Knowledge Of Fair Debt Collection Practices ActSignificant Experience In Resolving Complex Mortgage Collection IssuesAdvanced Research And Analytical SkillsExperience In Leading And Mentoring Others

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

Mortgage CollectionFinancial AnalysisData ManagementAccounting PrinciplesLending TechniquesRegulatory ComplianceProblem SolvingCommunication SkillsTechnical SkillsClerical Skills

Soft Skills

Team CollaborationInitiativeJudgmentMentoringCustomer Service

Tools & Technologies

Database SoftwarePresentation SoftwareCollection Systems

Industry Keywords

Navy Federal GuidelinesFannie MaeFreddie MacVA GuidelinesBankruptcy RegulationsForeclosure AlternativesConsumer Protection Rules

About the role

Key responsibilities & impact

Control past due mortgage and equity delinquencies by regularly reviewing member account data, contacting member, and reviewing or documenting the financial situation, to ensure data is accurate, up-to-date and in compliance with government and Navy Federal guidelines
Ensure required notifications, including collection emails, letters and any applicable state/regulatory letters are sent to members
Maintain systematic, consistent and reliable notes and contact history information on each member interaction and actions taken on accounts
Record, track and report member concerns to management
Notate member arrangements in Collection system, reason(s) for delinquency, and any foreclosure alternatives offered to member
Track and update action items in database(s)
Collect, prepare and maintain data for analysis, reports and reference
Perform manager share transfers (MST) for amounts up to authorized limits
Obtain detailed financial information from delinquent members and offer solutions and alternatives to bankruptcy/charge-off
Contact and counsel delinquent members in an attempt to cure delinquency utilizing all payment options and loss mitigation tools offered by Navy Federal
Analyze, research and resolve problems and discrepancies related to member accounts/loans
Ensure required notifications, including breach and collection letters, and any applicable state/regulatory/investor letters are sent to members
Initiate and ensure corrective action to member accounts and/or documentation to ensure complete and accurate documentation
Respond to inquiries; offer solutions to members, other business units and external organizations
Communicate external loss mitigation options, including, but not limited to: Making Home Affordable Program such as HARP
Offer short term property retention solutions including repayment plans, promises-to-pay, forbearance, modifications and deferral programs
Explain and communicate relinquishing property options such as short sales, deeds-in-lieu, and foreclosure
Serve as mentor/trainer and provide guidance and assistance to team members
Research, gather and synthesize data; present conclusions and recommendations to management and/or team members
Perform other related duties as assigned

Requirements

What you’ll need

Significant experience in performing clerical or administrative duties/responsibilities
Significant experience in member/customer service preferably in a call center, retail banking or financial institution
Advanced knowledge of state and federal laws affecting the collection of delinquent mortgage and equity loans; real estate, bankruptcy and foreclosure
Significant experience in resolving complex mortgage collection issues and inquiries
Expert knowledge of NFCU, Fannie Mae, VA and Freddie Mac and MI guidelines to determine eligibility for mortgage collection
Expert knowledge of Fair Debt collection Practices Act, Fair Credit Reporting Act and related federal and state consumer protection rules and regulations
Advanced knowledge of accounting, credit, and/or lending principles and techniques
Experience in leading, guiding and mentoring others
Experience in work which displays increasing levels of responsibility and/or authority
Significant experience in working with complex specialized accounts/default data as it relates to collections/bankruptcy regulations and practices
Ability to work independently and in a team environment
Advanced clerical, technical or administrative skills
Advanced skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations
Advanced research, analytical, and problem solving skills
Advanced verbal and written communication skills
Advanced database and presentation software skills
Advanced skill exercising initiative and using good judgment to make sound decisions
**Desired Qualifications**
- Working knowledge of Navy Federal mortgage products, services, programs, policies and procedures

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options