Job Description

To compose written responses to regulators, attorneys and members within strictly defined deadlines and guidelines.  To research issues and provide documentation in regard to mortgages. To house, maintain and coordinate the implementation of automated letters into production for use by business partners. Level I: Work under moderate supervision and perform basic/routine research/review.

***A requirement of this position is you must be currently enrolled in college level courses or a degree-seeking program throughout the duration of the internship. Please upload your transcripts by adding them to the “Intern Proof of Enrollment” section of the application.

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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Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected Veteran.

Hybrid Workplace: Navy Federal Credit Union is a hybrid workplace, and details will be discussed during your interview process.

Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position.

Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

• Ability to work effectively and efficiently with automated systems
• Exposure to member/customer service operations to include understanding of effective member/customer service philosophy
• Exposure to responding effectively to highly sensitive, complex and/or urgent member/customer requests
• Familiarity with applicable NCUA and federal regulations governing consumer lending and/or credit cards, mortgage and equity loans, savings and checking accounts
• Experience in managing multiple priorities independently and/or in a team environment to achieve goals
• Desired - Familiarity with Navy Federal Credit Union policies, procedures, products and services
• Basic skill in resolving member/customer problems
• Effective skill collaborating with various external and internal technical and/or functional contacts
• Basic organizational, planning and time management skills
• Basic research, analytical, and problem-solving skills
• Basic skill exercising initiative and using good judgment to make sound decisions
• Basic skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations
• Basic skill performing mathematical calculations and working accurately with numbers
• Basic skill maintaining accuracy with attention to detail and meeting deadlines
• Basic verbal and written communication skills
• Basic word processing and spreadsheet software skills
• Basic database and presentation software skills

• Monitor RightNow eMessage system while maintaining a strict 24-hour turnaround time; conduct independent research in multiple business areas
• Compose correspondence to member inquiries, ranging from to basic to complex, regarding the servicing of mortgages
• Analyze, research and compose responses to Qualified Written Requests, Servicing File and Regulation X: Notice
• of Error or Information Request letters within required timeframe set forth by RESPA/CFPB regulations and guidelines
• Collaborate with Compliance, Collateral Risk, Mortgage Default and/or Office of General Counsel as appropriate
• Ensure responses to members are factually and grammatically accurate, concise, thorough and in accordance with Navy Federal style while adhering to RESPA/CFPB
• Research, review and coordinate escalated concerns from members, regulators, attorneys or governing bodies
• Manage the Concerns Database, ensuring timely response from business units to formulate the appropriate
• response to the inquiry/request to maintain compliance with regulated deadlines - Basic
• Formulate and present proposed resolution and response to management
• Manage Correspondence Quality Assurance Review (CQAR) Database for the implementation or revision of new or existing letters for use by Mortgage Servicing
• Coordinate with Corporate Correspondence, Compliance, management and Mortgage and Equity Servicing Support
• Participates in continually evaluate procedures and recommends enhancements to attain maximum efficiency and compliance for processes
• Provide support for action items on projects and audits
• Perform other duties as assigned