Overview

To 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. May perform transactions or related functions for savings, checking, consumer loans, credit cards, IRAs and/or other Navy Federal accounts. Advise members of other products and services that may fit their needs and provide opportunities for positive member interaction.

• Provide mortgage information to members regarding products, services, policies and rates Moderately complex/Varied
• 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, etc.
• Implement and update automatic member payment options for mortgage and equity loans
• Provide member service via phone or other media as available (e.g. email, chat, etc.) complex/Difficult
• Protect and verify identity of caller; review account information for alerts and account irregularities
• Take action and respond to situations/patterns of activity 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 complex/Difficult
• Counsel current prospective members about Navy Federal's products and services Under minimal supervision
• Execute first call resolution; may require research, follow-up, return calls
• Identify opportunities to cross service products and increase product penetration
• Perform account transactions complex/Difficult
• Initiate fee adjustments and/or other monetary incentives for members within scope of authority (need Reapproval)
• Effectively perform all duties required for MSRs - CCO complex/Difficult
• Perform other related duties as assigned

• Significant experience in member/customer service preferably in a call center, retail banking or financial institution
• Experience in the mortgage lending industry
• Experience in managing multiple priorities independently and/or in a team environment to achieve goals
• Working knowledge of mortgage lending concepts and principles
• Working Knowledge of mortgage lending requirements, regulations and procedures for VA and conventional loan programs
• Familiarity with mortgage/equity loan processing, closing and documentation requirements and regulations
• Advanced knowledge of accounting, credit and/or lending principles and techniques
• 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
• Advanced skill maintaining composure in a high production and changing environment
• Advanced skill navigating multiple screens and PC applications and adapting to new technologies
• Advanced skill performing basic mathematical calculations and working accurately with numbers
• Advanced active listening skills to accurately respond to inquiries and account requests
• Advanced skill in producing desired results and achieving goals and objectives
• Effective skill comprehending, analyzing and explaining all aspects of mortgage loan origination (need Quals approval)
• Advanced skill exercising initiative and using good judgment to make sound decisions
• Advanced skill building effective relationships through rapport, trust, diplomacy and tact
• Advanced verbal and written communication skills
• Advanced skill interacting tactfully and effectively in difficult situations
• Advanced organizational, planning and time management skills
• Advanced skill in resolving member/customer problems
• Effective skill actively guiding members through interactions to reduce member effort and enhance member loyalty (need Quals approval)
• Effective skill in conflict management and resolution

• Working knowledge of NFCU mortgage products, services, programs, policies and procedures
• Working knowledge of NFCU Contact Center procedures, policies and practices
• Experience in high volume call center situations
• Working knowledge of applicable NCUA and federal regulations governing consumer lending, credit cards, mortgage and equity loans, and/or savings and checking accounts
• Working knowledge of savings and checking products, accounts and services
• Experience in a sales, cross selling or up-selling environment
• Effective skill in using appropriate cross servicing techniques and member engagement methods