Document & Research Liaison I

Navy Federal Credit Union



Pensacola, FL


Position summary


To serve as principal representative to research, document and support legal cases that impact the business unit. Oversee security/legal responses involving complex cases and escalated situations to ensure effective and optimum resolution.


  • Serve as primary liaison to the Office of General Counsel for legal matters involving consumer lending issues
  • Investigate and respond to CFPB and BBB complaints
  • Research and analyze claims/related actions; resolve issues
  • Identify and address compliance issues; update guidelines and procedures to minimize risk
  • Research potential legal issues using existing system of record
  • Request information and documentation from other business units to clarify details or resolve cases within mandated time and regulations
  • Summarize depositions and other related legal proceedings; conduct investigations and statistical/documentary research
  • Prepare written legal summaries, analyses and legal documents
  • Serve as contact point for escalated legal situations
  • Inform attorneys of applicable and specific legal matters and the impact on the organization
  • Identify areas of improvement; determine solutions; implement enhancements/changes to improve operations, standards and results
  • Prepare ad hoc and required industry and regulatory reports including audit inquires in compliance with internal and external regulations
  • Serve on teams and task groups for projects/initiatives within the business unit &/or across the organization
  • Review and research high profile member complaints as well as sensitive and confidential personnel issues and responses
  • Collaborate with training team to ensure procedural guidelines are conveyed accurately and consistently followed
  • Perform other related duties as assigned or appropriate


  • Working knowledge of operational and regulatory risk controls, concepts and practices
  • Working knowledge of NCUA rules, regulations and federal laws pertaining to consumer lending
  • Significant experience in demonstrating thought-leadership, initiative-taking, decision-making and creativity solving business problems
  • Significant experience managing multiple priorities independently and/or in a team environment to achieve goals
  • Working knowledge of document control and document security measures
  • Significant experience in working with all levels of staff, management, stakeholders, vendors
  • Working knowledge of consumer lending principles, policies and financial practices
  • Advanced skill in comprehending, analyzing, applying and communicating complex written legal documents
  • Advanced organizational, planning and time management skills
  • Advanced research, analytical, and problem solving skills
  • Advanced skill exercising initiative and using good judgment to make sound decisions
  • Advanced verbal and written communication skills
  • Advanced skill establishing and expanding relationships with key members/customers
  • Advanced skill building effective relationships through rapport, trust, diplomacy and tact
  • Effective word processing and spreadsheet software skills

Desired Qualifications

  • Thorough understanding of the financial services environment
  • Familiarity with Navy Federal's functions, policies, procedures, products, and services
  • Ability to independently conduct basic to intermediate level legal research using LEXIS, and other legal research resources, as needed
  • Ability to provide sound advice clearly and simply, depending on audience
  • Ability to efficiently drive complex projects in the face of imperfect information and ambiguity
  • Strong legal or technical writing skills
  • Ability to synthesize information from multiple sources and apply that information to real-life scenarios impacting the business unit
  • Strong problem-solving skills and ability to exercise discernment in the face of uncertainty. 
  • Juris Doctorate, Paralegal certification with significant research and writing experience, or graduate degree in a related field
  • Certification as a NAFCU Certified Compliance Officer (NCCO) or similar compliance certification by a widely recognized certification organization
  • Recent experience carrying a large project to completion or working on a compliance related written piece of work as a contributing author

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

Location: 820 Follin Ln, Vienna, VA 22180 | 5550 Heritage Oaks Dr, Pensacola, FL 32526

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

About Us

You have goals, dreams, hobbies, and things you're passionate about—what's important to you is important to us. We're 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—friends, family, and passions. And we're looking for team members who are passionate about our mission—making a difference in military members' and their families' lives. Together, we can make it happen. Don't take our word for it:

• Military Times 2022 Best for Vets Employers

• WayUp Top 100 Internship Programs

• Forbes® 2022 The Best Employers for New Grads

• Fortune Best Workplaces for Women

• Fortune 100 Best Companies to Work For®

• Computerworld® Best Places to Work in IT

• Ripplematch Campus Forward Award - Excellence in Early Career Hiring

• Fortune Best Place to Work for Financial and Insurance Services

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

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.

Why you should apply for a job to Navy Federal Credit Union:

  • Ranked as one of the Best Companies for Women in 2022

  • 4.8/5 in supportive management

  • 96% say women are treated fairly and equally to men

  • 96% would recommend this company to other women

  • 96% say the CEO supports gender diversity

  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Professional development and training opportunities to help employees grow in their careers and the life they want to lead

  • Best-in-class benefits with generous vacation, paid maternity/paternity leave, retirement plans, tuition reimbursement, discounts and more

  • Unique culture where team members are passionate about the mission which creates clarity, alignment and purpose