Job Description

To supervise the day-to-day functions, accuracy and productivity of Mortgage Member Services. To ensure Streamline Rate Reductions, Loan Modifications, Drafting, Employee Discounts, Escrow Suppression, and HELOC loans, checks, and credit card issuances are reviewed and accurate. To ensure timely information is relayed to Navy Federal personnel and financial institutions relating to mortgage loans, discrepancies, information & status, policies, procedures and regulations.

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.

• Best Companies for Latinos to Work for 2024
• Computerworld® Best Places to Work in IT
• Forbes® 2024 America’s Best Large Employers
• Forbes® 2023 The Best Employers for New Grads
• Fortune Best Workplaces for Millennials™ 2023   
• Fortune Best Workplaces for Women ™ 2023       
• Fortune 100 Best Companies to Work For® 2024
• Military Times 2023 Best for Vets Employers
• Newsweek Most Loved Workplaces 
• Ripplematch Campus Forward Award - Excellence in Early Career Hiring
• Yello and WayUp Top 100 Internship Programs

From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.

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.

• Advanced knowledge of lending products and applicable federal guidelines/laws (e.g., HUD, the Real Estate Settlement Procedures Act (RESPA) etc.)
• Experience in leading employees
• Effective experience applying techniques used in analyzing and reporting financial information
• Working knowledge of NFCU Mortgage Production and/or Mortgage Servicing Systems
• Effective skill recruiting, retaining, coaching & motivating employees to achieve production results
• Advanced skill in exercising initiative and using good judgment to make sound decisions
• Advanced skill interacting tactfully and effectively in difficult situations
• Advanced organizational, planning, time management, and problem solving skills
• Advanced verbal and written communication skills
• Effective database and presentation software skills
• Effective word processing and spreadsheet software skills

Desired Qualification(s)

• Knowledge of Navy Federal objectives, policies & procedures, organizational and functional relationships
• Mortgage Serving System (i.e. BKFS) experience preferred
• Bachelor's Degree in Business, Finance or related field or equivalent education/experience

Hours: Monday - Friday, 8:00AM - 4:30PM 

Location: 141 Security Drive, Winchester, VA 22602

• Oversee the management and changes for monitoring of employee discounts, while ensuring adherence to employee confidentiality.
• Reviews individual and team employee performance to ensure that all performance metrics, procedural guidelines, and quality standards are met on a daily basis.
• Ensure the team is motivated to achieve or exceed production goals, recognizing strong performance, providing constructive feedback, and addressing concerns or issues.
• Establish a positive work environment, open communication, and accountability while resolving technical and resource issues for employees.
• Coach team members to improve performance gaps identified by feedback from reporting, member and management input.
• Provide guidance or direct response for the handling of escalated calls or issues using technical expertise and appropriate account authority to address member concerns.
• Lead or support employees in leading projects specific to Member Services or interacting with Mortgage Servicing.
• Oversee newly boarded loans that require manual entry and release of the loans that failed to successfully board into LPS.
• Control and define rate changes by evaluating and approving index changes for ARM and HEL loans.
• Works with management to establish and define impacts, implementation, and risks of new product lines and projects effecting the servicing of mortgage and equity loans.
• Ensures accurate and timely information is relayed to Navy Federal employees and financial institutions relating to mortgage loans, discrepancies, information, status, policies, and procedural changes.
• Research, review and correct any discrepancies resulting from internal reports or other business areas including General Accounting and Investor Reporting.
• Oversee the entering, maintenance, and correction of the automatic drafting schedule for the portfolio, as well as the correct establishment, maintenance, and termination of automatic drafting for individual loans.
• Develop team capabilities, provide growth opportunities, and provide training objectives.
• Review daily, weekly, and monthly reports of the portfolio for required loan maintenance such as the notification of maturing business balloon loans and HEL Repayment periods.
• Prepare reports for management monthly and on an ad hoc basis.
• Partner with management and supervisors in other sections in the creation of solutions for specific loan issues.
• Partner with other business units including Business Services, the Contact Center, and Branch offices to ensure smooth communication with members regarding ongoing projects, normal business functions, and any issues.
• Provide input for the Annual Financial Plan.
• Organize and prepare a response to all risk assessments and audits, internal and external.
• Perform other duties as assigned