Member Service Representative II – Mortgage Loan Originator

Navy Federal Credit Union

Mortgage member-service representative at Navy Federal Credit Union, handling loan inquiries, applications, account transactions, and customer support. Cross-selling financial products in a high-volume contact center.

Posted 8/19/2026full-timeWinchester • Virginia • 🇺🇸 United StatesMid-LevelSenior💰 $21 - $24 per hourWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in mortgage application processing, compliance with federal regulations, and effective member service in a high-volume contact center environment. Proficient in resolving account discrepancies and providing information on financial products and services.

Highest-signal resume keywords

Mortgage Application ProcessingMember Service in Call CenterCompliance with Federal RegulationsEffective Communication SkillsProblem Resolution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Mortgage LendingBasic Mathematical CalculationsAccount AnalysisCross-Selling TechniquesNFCU Contact Center ProceduresFinancial Product KnowledgeFraud DetectionLoan Application EvaluationPayment ProcessingRegulatory Compliance

Soft Skills

Active ListeningRelationship BuildingTime ManagementInitiative and JudgmentComposure Under Pressure

Tools & Technologies

PC ApplicationsContact Center SoftwareAutomated Payment Systems

Certifications & Qualifications

Nationwide Mortgage Licensing System Registration

Industry Keywords

Consumer LendingCredit CardsSavings AccountsChecking AccountsNavy Federal ProductsNCUA RegulationsHigh Volume Call CenterFinancial Institution ExperienceMortgage ProductsEquity Loans

About the role

Key responsibilities & impact

Respond to member and individual inquiries and requests in a 24/7 high-volume, schedule-driven contact center
Provide information about Navy Federal products, services, policies and rates
Perform transactions for mortgage, equity, savings, checking, consumer loan, credit card, IRA and other Navy Federal accounts
Respond to mortgage application, processing status, problem and concern inquiries
Review and evaluate mortgage loan applications for viability, including debt-to-income ratio and compensating factors
Ensure mortgage application 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 and 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 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
Initiate fee adjustments and monetary incentives within authorized scope
Perform other duties as assigned

Requirements

What you’ll need

Register with the Nationwide Mortgage Licensing System and Registry before assuming employment duties
Complete fingerprinting and background checks
Experience in member/customer service, preferably in a call center, retail banking or financial institution
Experience managing multiple priorities independently and/or in a team environment
Skill in producing desired results and achieving goals and objectives
Skill maintaining composure in a high production and changing environment
Skill navigating multiple screens and PC applications and adapting to new technologies
Skill performing basic mathematical calculations and working accurately with numbers
Active listening skills to accurately respond to inquiries and account requests
Skill exercising initiative and using good judgment to make sound decisions
Skill building effective relationships through rapport, trust, diplomacy and tact
Effective verbal and written communication skills
Skill interacting tactfully and effectively in difficult situations
Organizational, planning and time management skills
Skill resolving member/customer problems
Desired: 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

Benefits

Comp & perks

Highly competitive pay
Generous benefits and perks
Employee referral program eligibility
Multiple shifts available starting at 11:00AM EST and later