Overview

To provide individualized and group mentoring to newly hired Real Estate Lending employees sharing best practices, lessons learned, and soft skill experiences with an emphasis on providing exceptional member service. To provide support, coaching, and mentoring to newly hired employees within the Real Estate Lending department. To support REL team members in responding to inquiries and requests from members and other individuals about Navy Federal mortgage products and services.

Responsibilities

• Develop soft skills, call finesse and member engagement techniques/verbiage for team members
• Represent Navy Federal with a positive and professional demeanor while contributing to a performance-based, sharing, team-oriented workplace
• Evaluate and provide individualized feedback to team members; share results with supervisors and trainers, as needed
• Support newly hired team members in post training by providing side-by-side mentoring
• Ensure team member has knowledge and skills in advanced call best practices and conflict resolution techniques
• Provide assistance and direction on complex/unique or unusual loan scenarios
• Train team members and/or peers on functional processes and procedures
• Coordinate up-to-date information sharing between mortgage trainers and new employees regarding loan program changes, automated system changes, underwriting and documentation, etc.
• Ensure team members are aware of and utilize the most recent policy/procedure updates and related resources
• Analyze changes in policies, procedures, and products; determine the impact on the functions of the section
• Support projects and initiatives within the business unit and/or across the organization
• Provide input on team member performance appraisals
• Perform other duties as assigned

• Advanced knowledge of mortgage loan (i.e., conventional, FHA, VA loans) guidelines
• Advanced knowledge of Real Estate Lending services, programs, policies and procedures
• Extensive experience in member/customer service preferably in a retail banking or financial institution
• Working knowledge of multiple financial products such as consumer or mortgage loans, credit cards, savings/checking accounts, etc.
• Effective skill maintaining accuracy with attention to detail and meeting deadlines
• Advanced skill speaking and/or presenting in front of groups in a professional setting
• Effective skill at leading, guiding and mentoring
• Advanced skill leading and guiding multi-functional teams to ensure timely and accurate outcomes
• Expert active listening skills to accurately respond to inquiries and account requests
• Advanced interpersonal, verbal and written communications skills
• Advanced organizational, planning and time management skills
• Effective skill exercising initiative and using good judgment to make sound decisions
• Advanced skill applying research and interpretation of findings to respond to requests for information
• Effective skill applying constructive criticism, feedback and solutions to drive desired performance and achieve goals

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