Overview

To provide consultative financial counseling and debt management services for the membership to mitigate financial loss to Navy Federal Credit Union. Work on assignments that are moderately complex in nature requiring judgement in resolving issues and making recommendations. Mentor and train Personal Finance Specialist/Support Assistants. Work independently.

Responsibilities

• Provide financial counseling and administer debt management services for members

• Interview members to assess their financial situation and determine the appropriate level of counseling required (e.g. productive, preventive, or remedial)

• Provide budgetary counseling and assist with developing personal budgets for members; determine member's qualifications for Personal Finance Management assistance programs

• Actively listen to member's unique financial situations; ensure interactions are not perceived as cross- selling opportunities or preferential treatment

• Analyze member debts to Navy Federal Credit Union and other creditors

• Independently restructure credit terms and conditions for debt repayment; calculate payment offers and employ advanced negotiation tactics

• Recommend loan and/or credit card extensions, reduced interest rates, payment changes and refinances; submit to management for approval

• Counsel members through difficult decisions, including bankruptcy filings, by recommending alternative solutions

• Review data in system; research missing payments, process payment reversals and submit closure for revolving lines of credit

• Initiate and/or respond to members, vendors, and other financial institutions via various communication channels

• Ensure compliance with internal and external documentation and disclosure requirements

• Ensure member contact information is up to date; maintain detailed, chronological records on each member interaction, including actions taken

• Conduct personal finance management and budgeting class/workshop presentations

• Stay abreast of and ensure compliance with applicable federal and state laws, rules, and regulations to include Regulation B and Regulation Z Truth in Lending criteria, UDAAP, and FDCPA guidelines

• Participate in continuing education training pertaining to financial literacy and education

• Perform other duties as assigned

Qualifications

• Significant experience in the financial services industry, preferably operations and/or administrative support

• Significant experience in financial transaction/processing

• Significant experience in working in a high call volume, fast paced environment, preferably in a large financial institution

• Advanced knowledge of financial budgeting, credit, and/or collection practices

• Advanced knowledge of applicable federal and state laws, rules and regulations

• Experience in financial counseling, negotiating, and explaining decisions to members/customers

• Significant experience in working with all levels of staff, management, stakeholders, vendors

• Ability to work independently and in a team environment

• Ability to maintain confidentiality

• Advanced member/customer service skills

• Advanced skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations

• Advanced skill interacting tactfully and effectively in difficult situations

• Advanced research, analytical, and problem solving skills

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

• Advanced skill assimilating information, analyzing facts, and developing logical conclusions

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

• Advanced skill producing desired results and achieving goals and objectives

• Advanced skill performing mathematical calculations with a high degree of accuracy

• Advanced database, word processing, and spreadsheet software skills

• Advanced skill navigating multiple screens and PC applications

• Expert verbal and written communication skills

• Advanced organizational, planning and time management skills

• Advanced skill conducting interviews

• Advanced skill navigating multiple screens and PC applications

Desired Qualifications

• Advanced knowledge of NFCU products, services, programs, policies, and procedures

• Advanced knowledge of NFCU's functions, philosophy, operations and organizational objectives

Hours: Monday - Friday, 10:30AM - 7:00PM CST

Location: 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.

Our approach to careers is simple yet powerful: Make our mission your passion.

• Best Companies for Latinos to Work for 2024

• Computerworld® Best Places to Work in IT

• Forbes® 2024 America's Best Large Employers

• Forbes® 2024 America's Best Employers for New Grads

• Forbes® 2024 America's Best Employers for Tech Workers

• Fortune Best Workplaces for Millennials™ 2024

• Fortune Best Workplaces for Women ™ 2024

• Fortune 100 Best Companies to Work For® 2024

• Military Times 2024 Best for Vets Employers

• Newsweek Most Loved Workplaces

• 2024 PEOPLE® Companies That Care

• Ripplematch Recruiting Choice Award

• 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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected Veteran.

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: 22974