Member Service Representative II – Mortgage Loan Originator

• Respond to member and individual inquiries and requests in a 24/7 high-volume, schedule-driven contact center
• Provide information about Navy Federal products, services, policies and rates
• Perform transactions for mortgage, equity, savings, checking, consumer loan, credit card, IRA and other Navy Federal accounts
• Respond to mortgage application, processing status, problem and concern inquiries
• Review and evaluate mortgage loan applications for viability, including debt-to-income ratio and compensating factors
• Ensure mortgage application compliance with Federal and Navy Federal guidelines
• Implement and update automatic payment options for mortgage and equity loans
• Provide member service by phone, email, chat or other available media
• Protect and verify caller identity and review account alerts and irregularities
• Respond to potential fraud or abuse activity
• Comply with federal and other regulations relating to financial products and services
• Analyze, research and resolve account and loan problems and discrepancies
• Counsel current and prospective members about Navy Federal products and services
• Execute first-call resolution, including research, follow-up and return calls
• Identify cross-service opportunities and increase product penetration
• Initiate fee adjustments and monetary incentives within authorized scope
• Perform other duties as assigned

• Register with the Nationwide Mortgage Licensing System and Registry before assuming employment duties
• Complete fingerprinting and background checks
• Experience in member/customer service, preferably in a call center, retail banking or financial institution
• Experience managing multiple priorities independently and/or in a team environment
• Skill in producing desired results and achieving goals and objectives
• Skill maintaining composure in a high production and changing environment
• Skill navigating multiple screens and PC applications and adapting to new technologies
• Skill performing basic mathematical calculations and working accurately with numbers
• Active listening skills to accurately respond to inquiries and account requests
• Skill exercising initiative and using good judgment to make sound decisions
• Skill building effective relationships through rapport, trust, diplomacy and tact
• Effective verbal and written communication skills
• Skill interacting tactfully and effectively in difficult situations
• Organizational, planning and time management skills
• Skill resolving member/customer problems
• Desired:
  Experience in the mortgage lending industry
• Desired:
  Experience in high volume call center situations
• Desired:
  Working knowledge of accounting, credit and/or lending principles and techniques
• Desired:
  Working knowledge of NFCU Contact Center procedures, policies and practices
• Desired:
  Familiarity with savings and checking products, accounts and services
• Desired:
  Familiarity with applicable NCUA and federal regulations governing consumer lending, credit cards, mortgage and equity loans, and/or savings and checking accounts
• Desired:
  Familiarity with NFCU mortgage products, services, programs, policies and procedures
• Desired:
  Experience in a sales, cross selling or up-selling environment

Demonstrates expertise in mortgage application processing, compliance with federal regulations, and effective member service in a high-volume contact center environment. Proficient in resolving account discrepancies and providing information on financial products and services.

• Mortgage Application Processing
• Member Service in Call Center
• Compliance with Federal Regulations
• Effective Communication Skills
• Problem Resolution

• Mortgage Lending
• Basic Mathematical Calculations
• Account Analysis
• Cross-Selling Techniques
• NFCU Contact Center Procedures
• Financial Product Knowledge
• Fraud Detection
• Loan Application Evaluation
• Payment Processing
• Regulatory Compliance

• Active Listening
• Relationship Building
• Time Management
• Initiative and Judgment
• Composure Under Pressure

• Nationwide Mortgage Licensing System Registration

• Consumer Lending
• Credit Cards
• Savings Accounts
• Checking Accounts
• Navy Federal Products
• NCUA Regulations
• High Volume Call Center
• Financial Institution Experience
• Mortgage Products
• Equity Loans

• PC Applications
• Contact Center Software
• Automated Payment Systems