Member Service Representative II - Mortgage Loan Originator, Contact Center Operations

Job TitleJob TitleJob DescriptionTo respond to inquiries and requests from members and other individuals within a 24/7 high volume, schedule-driven and structured contact center operation (CCO). Provide information regarding Navy Federal products and services demonstrating knowledge, active listening, multiple system adaptability and engagement methods to ensure optimal member experience and customer service. Perform transactions or related functions for mortgage and/or other Navy Federal accounts. May perform transactions or related functions for savings, checking, consumer loans, credit cards, IRAs and/or other Navy Federal accounts. To advise members of other products and services that may fit their needs and provide opportunities for positive member interaction.This position is eligible for the TalentQuest employee referral program. If an employee referred you for this job, please apply using the system-generated link that was sent to you.ResponsibilitiesProvide mortgage information to members regarding products, services, policies and rates Basic/RoutineRespond to inquiries about mortgage applications, processing status, problems and concernsReview and evaluate mortgage loan applications to ensure viability (member's debt to income ratio and compensating factors) and compliance with Federal and Navy Federal guidelines, etc.Implement and update automatic member payment options for mortgage and equity loansProvide member service via phone or other media as available (e.g. email, chat, etc.) Moderately complex/VariedProtect and verify identity of caller; review account information for alerts and account irregularitiesTake action and respond to situations/patterns of activity indicating potential fraud or abuseUnderstand and comply with federal and other regulations relating to financial products and servicesAnalyze, research and resolve problems and discrepancies related to member accounts/loans Moderately complex/VariedCounsel current prospective members about Navy Federal's products and services Under supervisionExecute first call resolution; may require research, follow-up, return callsIdentify opportunities to cross service products and increase product penetrationPerform account transactions Moderately complex/VariedInitiate fee adjustments and/or other monetary incentives for members within scope of authority (need reapproval)Effectively perform all duties required for MSRs - CCO Moderately complex/VariedPerform other duties as assignedQualificationsIncumbent will be required, prior to the assumption of employment duties, to register with the Nationwide Mortgage Licensing System and Registry; includes fingerprinting and background checksExperience in member/customer service preferably in a call center, retail banking or financial institutionExperience in managing multiple priorities independently and/or in a team environment to achieve goalsEffective skill in producing desired results and achieving goals and objectivesEffective skill maintaining composure in a high production and changing environmentEffective skill navigating multiple screens and PC applications and adapting to new technologiesEffective skill performing basic mathematical calculations and working accurately with numbersEffective active listening skills to accurately respond to inquiries and account requestsEffective skill exercising initiative and using good judgment to make sound decisionsEffective skill building effective relationships through rapport, trust, diplomacy and tactEffective verbal and written communication skillsEffective skill interacting tactfully and effectively in difficult situationsEffective organizational, planning and time management skillsEffective skill in resolving member/customer problemsDesired QualificationsExperience in the mortgage lending industryExperience in high volume call center situationsWorking knowledge of accounting, credit and/or lending principles and techniquesWorking knowledge of NFCU Contact Center procedures, policies and practicesFamiliarity with savings and checking products, accounts and servicesFamiliarity with applicable NCUA and federal regulations governing consumer lending, credit cards, mortgage and equity loans, and/or savings and checking accountsFamiliarity with NFCU mortgage products, services, programs, policies and proceduresExperience in a sales, cross selling or up-selling environmentAdditional InformationHours:Multiple shifts available starting at 11:00AM EST and laterLocation:141 Security Drive, Winchester, VA 22602Job InfoJob Identification 32068Job Category Contact Ctr OperationsApply Before 09/05/2026, 04:55 AMJob Schedule Full timeJob Shift Shift WorkTargeted Salary Range $20.82 - $24.19 hourly