Mortgage Collection Counselor III

Navy Federal Credit Union

4.8

(227)

Vienna, VA

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

  • Ranked as one of the Best Companies for Women in 2023
  • 4.8/5 in overall job satisfaction
  • 4.8/5 in supportive management
  • 96% say women are treated fairly and equally to men
  • 96% would recommend this company to other women
  • 95% 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
  • #23117

    Position summary

    systematic, consistent and reliable notes and contact history information on each member interaction and actions taken on accounts

    • Record, track and report member concerns to management

    • Notate member arrangements in Collection system, reason(s) for delinquency, and any foreclosure alternatives offered to member

    • Track and update action items in database(s)

    • Collect, prepare and maintain data for analysis, reports and reference

    • Perform manager share transfers (MST) for amounts up to authorized limits

    • Obtain detailed financial information from delinquent members and offer solutions and alternatives to bankruptcy/charge-off

    • Contact and counsel delinquent members in an attempt to cure delinquency utilizing all payment options and loss mitigation tools offered by Navy Federal

    • Analyze, research and resolve problems and discrepancies related to member accounts/loans

    • Ensure required notifications, including breach and collection letters, and any applicable state/regulatory/investor letters are sent to members

    • Initiate and ensure corrective action to member accounts and/or documentation to ensure complete and accurate documentation

    • Respond to inquiries; offer solutions to members, other business units and external organizations

    • Communicate external loss mitigation options, including, but not limited to: Making Home Affordable Program such as HARP

    • Offer short term property retention solutions including repayment plans, promises-to-pay, forbearance, modifications and deferral programs

    • Explain and communicate relinquishing property options such as short sales, deeds-in-lieu, and foreclosure

    • Serve as mentor/trainer and provide guidance and assistance to team members

    • Research, gather and synthesize data; present conclusions and recommendations to management and/or team members

    • Perform other related duties as assigned

    Qualifications

    • Significant experience in performing clerical or administrative duties/responsibilities

    • Significant experience in member/customer service preferably in a call center, retail banking or financial institution

    • Advanced knowledge of state and federal laws affecting the collection of delinquent mortgage and equity loans; real estate, bankruptcy and foreclosure

    • Significant experience in resolving complex mortgage collection issues and inquiries

    • Expert knowledge of NFCU, Fannie Mae, VA and Freddie Mac and MI guidelines to determine eligibility for mortgage collection

    • Expert knowledge of Fair Debt collection Practices Act, Fair Credit Reporting Act and related federal and state consumer protection rules and regulations

    • Advanced knowledge of accounting, credit, and/or lending principles and techniques

    • Experience in leading, guiding and mentoring others

    • Experience in work which displays increasing levels of responsibility and/or authority

    • Significant experience in working with complex specialized accounts/default data as it relates to collections/bankruptcy regulations and practices

    • Ability to work independently and in a team environment

    • Advanced clerical, technical or administrative skills

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

    • Advanced research, analytical, and problem solving skills

    • Advanced verbal and written communication skills

    • Advanced database and presentation software skills

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

    Desired Qualifications

    • Working knowledge of Navy Federal mortgage products, services, programs, policies and procedures

    Hours: Monday - Friday, 12:30PM - 8:00PM EST with occasional Saturdays, 8:00AM - 12:00PM EST

    Location: 820 Follin Lane, Vienna, VA 22180

    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.

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

  • Ranked as one of the Best Companies for Women in 2023
  • 4.8/5 in overall job satisfaction
  • 4.8/5 in supportive management
  • 96% say women are treated fairly and equally to men
  • 96% would recommend this company to other women
  • 95% 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