Overview

To provide consultative financial counseling and debt management services for the membership to mitigate financial loss to Navy Federal Credit Union. Work on assignments that are moderately complex in nature requiring judgement in resolving issues and making recommendations. Mentor and train Personal Finance Specialist/Support Assistants. Work independently.

Responsibilities

• Provide financial counseling and administer debt management services for members
• Interview members to assess their financial situation and determine the appropriate level of counseling required (e.g. productive, preventive, or remedial)
• Provide budgetary counseling and assist with developing personal budgets; determine member's qualifications for Personal Finance Management assistance programs
• Actively listen to member's unique financial situations; ensure interactions are not perceived as cross- selling opportunities or preferential treatment
• Analyze member debts to Navy Federal Credit Union and other creditors
• Restructure credit terms and conditions for debt repayment; calculate payment offers and employ negotiation tactics; submit to senior team member/leadership for approval
• Recommend loan and/or credit card extensions, reduced interest rates, and refinances; submit to management for approval
• Counsel members through difficult decisions, including bankruptcy filings, by recommending alternative solutions
• Process payment reversals and submit closure for revolving lines of credit
• Review data in system; research missing payments
• Initiate and/or respond to members, vendors, and other financial institutions via various communication channels
• Ensure compliance with internal and external documentation and disclosure requirements
• Ensure member contact information is up to date; and detailed, chronological records are maintained on each member interaction, including actions taken
• Present personal finance management and budgeting class/workshop presentations
• Stay abreast of and ensure compliance with applicable federal and state laws, rules, and regulations to include to include Regulation B and Regulation Z ), Truth in Lending criteria, UDAAP, and FDCPA guidelines
• Participate in continuing education training pertaining to financial literacy and education
• Perform other duties as assigned

• Experience in the financial services industry, preferably operations and/or administrative support
• Experience in financial transaction/processing
• Experience in working in a high call volume, fast paced environment, preferably in a large financial institution
• Working knowledge of financial budgeting, credit, and/or collection practices
• Working knowledge of applicable federal and state laws, rules and regulations
• Familiarity with financial counseling, negotiating, and/or explaining decisions to members/customers
• Ability to work independently and in a team environment
• Ability to maintain confidentiality
• Effective member/customer service skills
• Effective skill following, interpreting, and applying guidelines, procedures, practices, and regulations
• Effective skill communicating with all levels within an organization
• Effective skill interacting tactfully and effectively in difficult situations
• Effective research, analytical, and problem solving skills
• Effective skill exercising initiative and using good judgment to make sound decisions
• Effective skill assimilating information, analyzing facts, and developing logical conclusions
• Effective skill building effective relationships through rapport, trust, diplomacy and tact
• Effective skill performing mathematical calculations with a high degree of accuracy
• Effective database, word processing, and spreadsheet software skills
• Effective skill navigating multiple screens and PC applications
• Effective verbal and written communication skills
• Effective skill maintaining accuracy with attention to detail and meeting deadlines
• Effective organizational, planning, and time management skills
• Effective skill conducting interviews

• Working knowledge of NFCU products, services, programs, policies, and procedures
• Working knowledge of NFCU's functions, philosophy, operations and organizational objectives