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

Overview

To 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.

Responsibilities

• Provide mortgage information to members regarding products, services, policies and rates Basic/Routine

• Respond to inquiries about mortgage applications, processing status, problems and concerns

• Review 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 loans

• Provide member service via phone or other media as available (e.g. email, chat, etc.) Moderately complex/Varied

• Protect and verify identity of caller; review account information for alerts and account irregularities

• Take action and respond to situations/patterns of activity indicating potential fraud or abuse

• Understand and comply with federal and other regulations relating to financial products and services

• Analyze, research and resolve problems and discrepancies related to member accounts/loans Moderately complex/Varied

• Counsel current prospective members about Navy Federal's products and services Under supervision

• Execute first call resolution; may require research, follow-up, return calls

• Identify opportunities to cross service products and increase product penetration

• Perform account transactions Moderately complex/Varied

• Initiate 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/Varied

• Perform other duties as assigned

Qualifications

• Incumbent will be required, prior to the assumption of employment duties, to register with the Nationwide Mortgage Licensing System and Registry; includes fingerprinting and background checks

• Experience in member/customer service preferably in a call center, retail banking or financial institution

• Experience in managing multiple priorities independently and/or in a team environment to achieve goals

• Effective skill in producing desired results and achieving goals and objectives

• Effective skill maintaining composure in a high production and changing environment

• Effective skill navigating multiple screens and PC applications and adapting to new technologies

• Effective skill performing basic mathematical calculations and working accurately with numbers

• Effective active listening skills to accurately respond to inquiries and account requests

• Effective skill exercising initiative and using good judgment to make sound decisions

• Effective skill building effective relationships through rapport, trust, diplomacy and tact

• Effective verbal and written communication skills

• Effective skill interacting tactfully and effectively in difficult situations

• Effective organizational, planning and time management skills

• Effective skill in resolving member/customer problems

Desired Qualifications

• Experience in the mortgage lending industry

• Experience in high volume call center situations

• Working knowledge of accounting, credit and/or lending principles and techniques

• Working knowledge of NFCU Contact Center procedures, policies and practices

• Familiarity with savings and checking products, accounts and services

• Familiarity with applicable NCUA and federal regulations governing consumer lending, credit cards, mortgage and equity loans, and/or savings and checking accounts

• Familiarity with NFCU mortgage products, services, programs, policies and procedures

• Experience in a sales, cross selling or up-selling environment

Additional Information

Hours:

• Multiple shifts available starting at 11:00AM EST and later

Location:

• 141 Security Drive, Winchester, VA 22602

About Us

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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• 2025 PEOPLE® Companies That Care

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• Military Times 2025 Best for Vets Employers

• Forbes® 2026 America's Best Large Employers

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• 2025 RippleMatch Campus Forward Award Winner for Overall Excellence

• Military.com Top Military Spouse Employers 2025

• 2026 Handshake Early Talent Award

• Newsweek America’s Greatest Workplaces for Culture, Belonging and Community 2026

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Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.

Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at View email address on click.appcast.io or by calling View phone number on click.appcast.io. This team cannot provide any information on job postings or application status.

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. For additional details regarding compensation and benefits, review the Benefits page ( of the Navy Federal Career Site.

Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.

Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act. REQNUMBER: 32068