Job Description

To collect on specialized collection accounts, such as overdrawn share savings/checking accounts, trust accounts and association accounts. Provide member detailed account information, resolve member account discrepancies and mitigate potential losses to Navy Federal.

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: Navy Federal values and celebrates diversity in the workplace. 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 independently and in a team environment
• Familiarity with Navy Federal collection systems
• Working knowledge of credit and collections related federal and state fair lending/consumer protection laws & regulations
• Basic knowledge of estate, association and trust accounts
• Advanced knowledge of savings/checking accounts products and services
• Advanced knowledge of Optional Overdraft Protection Service (OOPS)
• Working knowledge of bankruptcy, settlements, default reporting, loss mitigation and charge off
• Basic word processing and spreadsheet software skills
• Effective organizational, planning and time management skills
• Effective skill exercising initiative and using good judgement to make sound decisions
• Effective verbal and written communication skills
• Advanced negotiation skills

Hours: Monday - Friday, 10:30AM - 7:00PM

Location: 5510 Heritage Oaks Drive, Pensacola, FL 32526

• Analyze, research and resolve problems and discrepancies related to member accounts/loan
• Collect on Specialized Collection items such as Overdrawn share savings/checking accounts, trust accounts and association accounts
• Obtain detailed financial information from overdrawn members and analyze information gathered to determine optimal solutions for resolution of the overdrawn balance
• Collect on Overdrawn Accounts in a reduced time frame per NCUA/NFCU policies
• Communicate with members and coordinate equitable repayment options and resolution of overdrawn accounts
• Document member interaction and plan of action to recover overdrawn balances
• Provide counseling to members regarding budgeting and financial planning to mitigate financial hardships
• Perform Manager Share Transfers up to authorized limits
• Waive fees on accounts up to the authorized limits
• Recommend alternative options to resolve overdrawn balances
• Recognize potentially fraudulent cases, forward to risk management specialist as appropriate
• Stay informed of fraud/scam patterns to mitigate potential losses and protect member accounts
• Recognize potential Visa debit card chargeback claims and forward to Risk Management Specialist
• Stay informed of Visa Check Card dispute/fraud claim process
• Stay informed of checking/savings account fraud claim process
• Recognize red flags or suspicious activity on member's accounts; Refer to Risk Management for review
• Maintain working knowledge of and ensure compliance with applicable federal, state and industry laws, regulations and guidelines
• Perform other duties as assigned