Overview

To respond to consumer loan requests including escalated; complex; sensitive and/or urgent inquiries. To research; analyze; and resolve loan and account discrepancies.

Responsibilities

• Responds to consumer loan complex inquiries, problems, and complaints relating to transactions, revenue production or servicing to ensure timely and accurate responses

• Provides comprehensive and in-depth responses and counseling about accounts and transactions, etc.

• Researches multiple resources to investigate nature of the inquiry; analyzes/interprets account information; and provides detailed analysis to numerous inquirers

• Resolves and adjusts account discrepancies, within authorized limits; calculates accrued loan interest; corrects/updates accounts in on-line systems; and coordinates account adjustments with Data Control and General Accounting

• Applies financial institution regulations and Navy Federal policies/procedures to ensure compliance with banking laws and regulations to minimize financial risk to the organization

• Remains alert to situational patterns of activity, which indicate possible account fraud or abuse; advises Security of suspicious account activity

• Serves as subject matter expert for a specific area of concentration to expedite responses

• Compiles, researches and analyzes data; prepares summaries and develops and presents recommendations to supervisor

• May participate in ad hoc projects

• Administers mortgage to loan payoffs by performing specific General Ledger and account adjustments

• Calculates loan data for loan document preparation (e.g., monthly payment, interest, due date, etc.); adjusts accounts; initiates requests for loan document processing, and creates/delivers virtual vouchers to Data Control and General Accounting

• Transfers balances of out of compliance OLOC accounts by manually establishing a new loan, and places restrictions on account per received instructions

• Maintains Business Line of Credit Accounts, manually funding loans/OLOCs, manual advances, and conversion of business loan to consumer loan

• Assists in preparing and reviewing production statistics and workload reports

• Maintains current knowledge of developments and changes in Navy Federal products, services, systems, and marketing efforts

• Reviews and maintains closed-end consumer loans for members participating in the Payment Protection Plan (P3) accounts and maintains the Guaranteed Account Protection (GAP) program

• Adjusts monthly payments, enrollment, cancelation, changes in coverage type; verifies application form(s) to meet compliance requirements; applies/refunds CUNA funds

• Adds/deletes coverage and performs claims adjustments to consumer loan accounts; decreasing principle balances and readjusts loan payments

• Processes loan payment and interest adjustments for Collateral Control, Collections, and a variety of other sections

• Processes requests for recurring payments; determines requests are appropriate and funds are distributed to the correct accounts

• Provides amortization schedules, loan payment history details for auditing purposes

• Educates/informs members about account statuses, adjustments, and courses of action to resolve problems while explaining policies, regulations, procedures and Navy Federal services/programs

• Performs or assists with implementation of new or updated products, systems, and applications and system cleanup following credit union mergers

• Executes frequent validation testing during new or updated systems/products and implementation

• Identifies system errors and problems and determines course(s) of action required to resolve them

• Works with ISD in maintaining the GL system and subsystems

• Serves as a resource in evaluating existing systems and procedures to improve and enhance performance and processes; researches, analyzes, and recommends changes for more efficient operation and their effects on other systems interfacing with the GL system

• Submits recommendations for ISD work requests to automate section functions, and monitors the status of requests

• Tests and evaluates automated tasks vs. manual processes; provides feedback regarding results

• Reviews consumer loan exception reports (e.g., holds on share pledged loans, overpayments to loans, 60 day P3 cancellation reports, account/disbursement reconciliation reports, paid loan with negative balances, etc.)

• Researches entries, determines appropriate action, adjusts accounts, corrects errors and notifies the appropriate areas

• Researches transactions relating to protested checks that cannot be re-deposited, and coordinates processing of adjustments with Data Control and General Accounting

• With limited guidance researches and resolves discrepancies through collaboration with internal business units and external contacts

• Acts as a resource for colleagues for problem resolution

• Identifies systems issues, evaluates and may offer suggestions with limited impact for resolution

• Gathers and prepares data

• Performs other related duties as assigned

Qualifications

• Demonstrated experience researching and evaluating financial transactions to resolve account discrepancies, preferably in a financial institution

• Ability to work accurately and effectively with numbers and performing basic mathematical calculations

• Ability to interpret regulations, instructions, and procedures

• Ability to work independently and as part of a team

• Familiarity with PCs including word processing, database and spreadsheet applications

• Effective interpersonal, verbal and written communication skills

Desired Qualification(s)

• Thorough knowledge of Navy Federal consumer lending products and services

• College level accounting course work or degree in accounting

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

Locations: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive, Pensacola, FL 32526

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.

• Best Companies for Latinos to Work for 2024

• Computerworld® Best Places to Work in IT

• Forbes® 2024 America's Best Large Employers

• Forbes® 2023 The Best Employers for New Grads

• Fortune Best Workplaces for Millennials™ 2023

• Fortune Best Workplaces for Women ™ 2023

• Fortune 100 Best Companies to Work For® 2024

• Military Times 2023 Best for Vets Employers

• Newsweek Most Loved Workplaces

• Ripplematch Campus Forward Award - Excellence in Early Career Hiring

• Yello and WayUp Top 100 Internship Programs

From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.

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 EOE/AA/M/F/Veteran/Disability

Hybrid Workplace: Navy Federal Credit Union is a hybrid workplace, and details will be discussed during your interview process.

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

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

REQNUMBER: 20937-OTHLOC-100005087415536