Job Description

YOUR LIFE\'S MISSION: POSSIBLE You have goals, dreams, hobbies and things you\xe2\x80\x99re passionate about.
What\xe2\x80\x99s Important to You Is Important to Us
We\xe2\x80\x99re looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them\xe2\x80\x94friends, family and passions. And we\'re looking for team members who are passionate about our mission\xe2\x80\x94making a difference in military members\' and their families\' lives. Together, we can make it happen.
Don\xe2\x80\x99t take our word for it.

• Military Times 2022 Best for Vets Employers
• Yello and WayUp Top 100 Internship Programs
• Forbes\xc2\xae 2022 The Best Employers for New Grads
• Fortune Best Workplaces for Women
• Fortune 100 Best Companies to Work For\xc2\xae
• Fortune Best Place to Work for Financial and Insurance Services
• Computerworld\xc2\xae Best Places to Work in IT
• Ripplematch Campus Forward Award \xe2\x80\x93 Excellence in Early Career Hiring

Basic Purpose
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.

Responsibilities

• 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 supervisory/managerial responsibilities
• Ensure adequate/skilled staffing; select employees
• Establish performance goals and priorities
• Prepare, conduct and review performance appraisals
• Develop, mentor and counsel staff
• Provide input and/or prepare budget requirements for Annual Financial Plan (AFP)
• Ensure section/branch goals and objectives align with division/department strategy
• Ensure efficiency of operations
• Leadership Level \xe2\x80\x93 Supervise daily activities
• Perform other duties as assigned

Qualifications

• 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 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
• Effective experience applying techniques used in analyzing and reporting financial information
• Advanced verbal and written communication skills
• Effective database and presentation software skills
• Effective word processing and spreadsheet software skills
• Working knowledge of NFCU Mortgage Production and/or Mortgage Servicing Systems

Desired

• Bachelor\xe2\x80\x99s Degree in Business, Finance or related field or equivalent education/experience
• Knowledge of Navy Federal objectives, policies & procedures, organizational and functional relationships
• Mortgage Serving System (i.e. BKFS) experience preferred

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

Location: 141 Security Dr. Winchester, VA 22602

Navy Federal is now hybrid! Our standard enterprise requirement for a hybrid schedule is to report on-site 4-16 days each month. The number of days reporting on-site will ultimately be determined by the employee\'s leadership and business unit needs. You will learn more throughout the hiring and on boarding process.

Salary Range: $34.50 - $44.00 hourly

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.

Posting End Date: 5/5/2023

Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team\xe2\x80\x99s discretion based on qualified applicant volume. #LI-Hybrid Equal Employment Opportunity Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability

Disclaimer

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.

Bank Secrecy Act

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