Member Service Representative II - Mortgage Loan Originator, Contact Center Operations

About the role

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, including savings, checking, consumer loans, credit cards, IRAs, and more. Advise members of other products and services that may fit their needs and provide opportunities for positive member interaction.

Responsibilities

• Provide mortgage information to members regarding products, services, policies, and rates.
• Respond to inquiries about mortgage applications, processing status, problems, and concerns.
• Review and evaluate mortgage loan applications to ensure viability (member's debt-to-income ratio and compensating factors) and compliance with Federal and Navy Federal guidelines.
• Implement and update automatic member payment options for mortgage and equity loans.
• Provide member service via phone or other media (e.g., email, chat).
• Protect and verify the identity of the caller; review account information for alerts and irregularities.
• Take action and respond to situations/patterns indicating potential fraud or abuse.
• Understand and comply with federal and other regulations relating to financial products and services.
• Analyze, research, and resolve problems and discrepancies related to member accounts/loans.
• Counsel current and prospective members about Navy Federal's products and services.
• Execute first-call resolution; may require research, follow-up, or return calls.
• Identify opportunities to cross-service products and increase product penetration.
• Perform account transactions.
• Initiate fee adjustments and/or other monetary incentives for members within the scope of authority (requires reapproval).
• Effectively perform all duties required for MSRs - CCO.
• Perform other duties as assigned.

Requirements

• Prior to employment, register with the Nationwide Mortgage Licensing System and Registry, including 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 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 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.

Desired Qualifications

• Experience in the mortgage lending industry.
• Experience in high-volume call center situations.
• Working knowledge of accounting, credit, and/or lending principles and techniques.
• Working knowledge of Navy Federal Contact Center procedures, policies, and practices.
• Familiarity with savings and checking products, accounts, and services.
• Familiarity with applicable NCUA and federal regulations governing consumer lending, credit cards, mortgage and equity loans, and/or savings and checking accounts.
• Familiarity with Navy Federal mortgage products, services, programs, policies, and procedures.
• Experience in a sales, cross-selling, or up-selling environment.

Schedule

Multiple shifts available starting at 11:00 AM CST and later.

Location

5510 Heritage Oaks Drive, Pensacola, FL 32526

About Us

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged, and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks. Our approach to careers is simple yet powerful: Make our mission your passion.

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