Mortgage Specialist II

Navy Federal Credit Union

Mortgage Specialist II managing early stage mortgage collections for Navy Federal. Controlling/collecting past due mortgage and equity accounts with member financial counseling.

Posted 7/28/2026full-timeVienna • Virginia • 🇺🇸 United StatesMid-LevelSenior💰 $25 - $31 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in mortgage collection processes, including knowledge of relevant state and federal laws, and effective communication skills to assist members with payment options and loss mitigation tools. Proficient in analyzing and resolving complex issues related to member accounts while maintaining accurate documentation and compliance with consumer protection regulations.

Highest-signal resume keywords

Mortgage Collection ExperienceKnowledge of Fair Debt Collection Practices ActUnderstanding of State and Federal LawsCustomer Service in Financial InstitutionsAnalytical and Problem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Clerical DutiesMortgage CollectionFinancial AnalysisRegulatory ComplianceAccounting PrinciplesCredit PrinciplesLending TechniquesData InterpretationDocumentation SkillsResearch Skills

Soft Skills

Effective CommunicationTeam CollaborationInitiativeJudgmentMentoring

Tools & Technologies

Database SoftwarePresentation Software

Industry Keywords

NFCUFannie MaeVA GuidelinesFreddie MacConsumer Protection RegulationsBankruptcy RegulationsForeclosure

About the role

Key responsibilities & impact

Control past due mortgage and equity delinquencies by regularly reviewing member account data, contacting members, and reviewing or documenting the financial situation.
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.
Allow members to explore all payment options and loss mitigation tools offered by Navy Federal.
Perform other related duties as assigned; analyze, research and resolve problems and discrepancies related to member accounts/loans.

Requirements

What you’ll need

Experience in performing clerical or administrative duties/responsibilities
Experience in member/customer service preferably in a call center, retail banking or financial institution
Working knowledge of state and federal laws affecting the collection of delinquent mortgage and equity loans; real estate, bankruptcy and foreclosure
Experience in resolving complex mortgage collection issues and inquiries
Working knowledge of NFCU, Fannie Mae, VA and Freddie Mac and MI guidelines to determine eligibility for mortgage collection
Advanced knowledge of Fair Debt Collection Practices Act, Fair Credit Reporting Act and related federal and state consumer protection rules and regulations
Working knowledge of accounting, credit, and/or lending principles and techniques
Exposure to leading, guiding and mentoring others
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
Effective clerical, technical or administrative skills
Advanced skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations
Effective research, analytical, and problem-solving skills
Effective verbal and written communication skills
Effective database and presentation software skills
Effective skill exercising initiative and using good judgment to make sound decisions

Benefits

Comp & perks

Health insurance
401(k)
Paid time off
Flexible work arrangements
Professional development opportunities