About this role
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.
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Responsibilities
Provide 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 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 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 problems Desired Qualifications
Experience 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 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. • FORTUNE 100 Best Companies to Work For® 2026 • Yello and WayUp Top 100 Internship Programs 2025 • Computerworld® Best Places to Work in IT 2026 • Most Loved Workplace - America's Top Most Loved Workplaces® 2025 • 2025 PEOPLE® Companies That Care • Newsweek Most Trustworthy Companies in America 2026 • Military Times 2025 Best for Vets Employers • Forbes® 2026 America's Best Large Employers • Forbes® 2025 America's Best Employers for New Grads • Forbes® 2025 America's Best Employers for Tech Workers • 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 From Fortune Magazine. © 2026 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune 100 Best Companies to Work For are registered trademarks of Fortune Media IP Limited and are used under license. Fortune Magazine, Fortune Media (USA) Corporation, and its affiliates are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union. 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 [email protected] or by calling 1-888-503-6013. 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.