Job Description

To develop and execute the Collections strategy across Navy Federal products. Lead and collaborate across the Lending organization to look holistically across products and the member lifecycle to develop strategies to reduce losses and maximize recoveries, while providing first-class member service.  Define and set Collections goals and strategies, monitor performance and identify opportunities for improvement to maximize operational efficiency and member experience. Ensure Collections strategies are executed in accordance with all applicable laws, regulations, industry standards, and changing business requirements while maintaining Collections operations within acceptable risk tolerance.  

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.

• Master's degree in Business Administration, Accounting, Economics, or related field, or the equivalent combination of education, training and experience
• Extensive experience in leading and controlling collection activities, including loss mitigation, charge-offs, bankruptcy and regulatory compliance, preferably in a large financial institution
• Expert knowledge of federal and state laws, rules and regulations governing collections, e.g., NCUA, CFPB, BSA, Bankruptcy Reform Act, Uniform Commercial Code, Fair Debt Collections Practices Act, Fair Credit Reporting Act, and Equal Credit Reporting Act
• Expert knowledge of operational and regulatory risk controls, concepts and practices
• Extensive experience in demonstrating thought-leadership, initiative taking, decision-making and creativity in solving business problems
• Extensive experience in identifying relevant analytical problems, determining appropriate diagnostic methods, and solving unique and complex issues/problems
• Significant experience in driving change management and influencing organizational culture and values
• Extensive experience in managing cross-functional, multi-dimensional teams and projects of the highest complexity which have business risk and impact
• Extensive experience in managing multiple priorities independently and/or in a team environment
• Advanced skill leading with diplomacy and tact while maintaining appropriate assertiveness and persistence
• Demonstrated ability to work horizontally and collaborate with others to achieve key business outcomes 
• Expert analytical/quantitative, reconciliation and deductive reasoning skills
• Expert skill in being adaptive/flexible; acquire, recognize & apply new information
• Expert skill in results-oriented leadership in a challenging environment
• Expert verbal, interpersonal, and written communication and presentation skills
• Expert skill influencing and building consensus with business partners
• Desired - Prior experience in a senior financial leadership role in a large financial institution
• Desired - Advanced knowledge of, and extensive experience in credit union and/or retail banking operations
• Desired - Advanced knowledge of Navy Federal products, services, programs, policies, and procedures

Locations: 820 Follin Lane, Vienna, VA 22180 | 5550 Heritage Oaks Drive, Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602

• Assume responsibility/accountability for the recovery functions of mortgage & equity, consumer & credit card loan delinquencies and charged-off accounts
• Lead and foster a strong culture of positive engagement in Collections through whole-person leadership, guidance and employee development 
• Implement strategies that drive optimal performance throughout the Collections organization, accounting for the competitive FI environment, internal and external factors, and proactively planning and executing key initiatives
• Determine and review gaps in divisional and regional performance, establish relevant performance metrics, and ensure appropriate improvements are initiated and managed
• Use data and key insights, trend analysis and operational process review to generate, direct, and execute plans for improved efficiencies and technologies, maximizing operational performance and enhancing member service to enable strategic outcomes 
• Identify and implement new technologies or system enhancements to improve operational efficiency and maintain Navy Federal’s first-in-class member service strategy 
• Ensure internal collections quality control function maintain compliance with established Navy Federal policies and procedures, NCUA and external rules and regulations 
• Champion Navy Federal strategic initiatives, serving as liaison to external and internal key decision makers and aligning Collections goals and strategies to support organizational goals and objectives
• Ensure Collections division compliance with internal and external practices, rules and regulations, mitigating risk by adhering to current and changing federal and state laws, rules and regulations including but not limited to NCUA, InfoSec and Enterprise Risk
• Drive change and learning by embracing new, flexible, and agile approaches to improve business performance and efficiency
• Perform other duties as assigned