Member Service Representative II – Mortgage Loan Originator

Navy Federal Credit Union

Mortgage member service representative supporting Navy Federal credit union members. Handling loan inquiries, applications, account transactions, compliance, and cross-service opportunities.

Posted 8/19/2026full-timePensacola • Florida • 🇺🇸 United StatesMid-LevelSenior💰 $19 - $23 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in member service within a high-volume contact center, with a strong focus on mortgage products, compliance with federal regulations, and effective problem resolution. Proficient in utilizing multiple PC applications and maintaining composure in fast-paced environments.

Highest-signal resume keywords

Member Service ExperienceMortgage Lending KnowledgeHigh Volume Call Center ExperienceEffective Communication SkillsProblem Resolution Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Mortgage Application ProcessingBasic Mathematical CalculationsAccount TransactionsCompliance with Federal RegulationsCross-Selling Techniques

Soft Skills

Active ListeningRelationship BuildingOrganizational SkillsTime ManagementInitiative and Judgment

Tools & Technologies

PC ApplicationsContact Center Software

Certifications & Qualifications

Nationwide Mortgage Licensing System Registration

Industry Keywords

Navy Federal ProductsConsumer LendingCredit CardsSavings and Checking AccountsNCUA Regulations

About the role

Key responsibilities & impact

Respond to inquiries and requests from members and other individuals within a 24/7 high-volume, schedule-driven contact center operation
Provide information about Navy Federal products and services
Perform transactions for mortgage and other Navy Federal accounts, including savings, checking, consumer loans, credit cards and IRAs
Provide mortgage information regarding products, services, policies and rates
Respond to inquiries about mortgage applications, processing status, problems and concerns
Review and evaluate mortgage loan applications for viability and compliance with Federal and Navy Federal guidelines
Implement and update automatic payment options for mortgage and equity loans
Provide member service by phone, email, chat or other available media
Protect and verify caller identity; review account alerts and irregularities
Respond to potential fraud or abuse activity
Comply with federal and other regulations relating to financial products and services
Analyze, research and resolve member account and loan problems and discrepancies
Counsel current and prospective members about Navy Federal products and services
Execute first-call resolution, including research, follow-up and return calls
Identify cross-service opportunities and increase product penetration
Perform account transactions
Initiate fee adjustments and other monetary incentives within scope of authority
Perform all duties required for Member Service Representatives in Contact Center Operations
Perform other duties as assigned

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
Multiple shifts available starting at 11:00AM CST and later
Experience in the mortgage lending industry (desired)
Experience in high volume call center situations (desired)
Working knowledge of accounting, credit and/or lending principles and techniques (desired)
Working knowledge of NFCU Contact Center procedures, policies and practices (desired)
Familiarity with savings and checking products, accounts and services (desired)
Familiarity with applicable NCUA and federal regulations governing consumer lending, credit cards, mortgage and equity loans, and/or savings and checking accounts (desired)
Familiarity with NFCU mortgage products, services, programs, policies and procedures (desired)
Experience in a sales, cross selling or up-selling environment (desired)

Benefits

Comp & perks

Highly competitive pay
Generous benefits and perks
Employee referral program (TalentQuest)