Overview To review and process requests for interest rate reduction under the Service member Civil Relief Act (SCRA) qualifications. Serve members by answering SCRA inquiries and questions pertaining to Navy Federal lending products via internal and external communication platforms including private and federal educational loans. Create and execute daily, weekly and monthly reporting to Executive and Senior leadership. Level I: Work under moderate supervision.Responsibilities
Prepare, research, and process requests from members applying for the interest rate reductions under the SCRA
Validate receipt of members' military documents and active duty information on documentation
Determine acceptability of active duty documents and eligibility of lending accounts; evaluate SCRA requests against federal guidelines to determine approval/disapproval of document for SCRA
Audit and adjust Navy Federal Mortgages, Consumer Loans, Credit Cards and Checking Lines of Credit (CLOCs) for qualifying members of SCRA
Perform complex debt account transactions and adjustments, using several NFCU subsystems, to process interstate and minimum monthly payments changes and adjustments
Complete rate, amortizing, and billing adjustments on eligible accounts at both initiation and release from SCRA coverage
Reimburse (if applicable) accounts for overpaid interest due to retro-active SCRA adjustments using applicable lending systems and JVS
Submit reimbursement requests to investors monthly and quarterly (i.e., Fannie Mae, Ginnie Mae and Freddie Mac); monitor and insure reimbursements are received by investors
Conduct mandatory quarterly and monthly analysis and investigate SCRA Investor mortgages (Fannie Mae, Ginnie Mae, and Freddie Mac) to confirm compliance with investor regulations
Regularly monitor and review SCRA account activity and follow up with members when orders near expiration date to determine continued eligibility
Place members into the SCRA database, process extensions and release letters
Review/analyze Navy Federal Accounts under SCRA protection for reporting purposes
Perform monthly and quarterly audits on Navy Federal mortgage accounts
Respond/investigate/research/resolve internal audit findings
Review and process approved and declined SCRA coverage from Service Partners
Counsel internal partners and external members regarding Navy Federal's policy regarding compliance with the SCRA
Advise members of SCRA requirements and applicable Navy Federal rules and regulations
Research and investigate military documents to make decisions supporting Navy Federal's policy in compliance with the SCRA and complex questions regarding eligibility
Research and respond to CFPB and BB complaints
Serve as subject matter expert regarding Navy Federal policies regarding the extension of SCRA protection
Performs other related duties as assigned
Qualifications
Familiarity with financial institution and lending practices, principles and regulations
Experience in member/customer service preferably in a call center/retail banking/financial institution
Familiarity with financial transaction/processing related responsibilities
Ability to work independently and in a team environment
Experience in managing multiple priorities independently and/or in a team environment to achieve goals
Effective skill interacting with staff, management, vendors, members diplomatically & tactfully
Effective verbal and written communication skills
Effective skill navigating multiple screens and PC applications and adapting to new technologies
Effective skill performing mathematical calculations and working accurately with numbers
Effective word processing and spreadsheet software skills
Ability to work effectively and efficiently with automated systems
Effective skill maintaining accuracy with attention to detail and meeting deadlines
Effective skill reviewing documents for errors, inconsistencies or missing information
Effective research, analytical, and problem solving skills
Effective skill following, interpreting and applying guidelines, procedures, practices, regulations
Effective skill exercising initiative and using good judgment to make sound decisions
Effective organizational, planning and time management skills
Desired Qualification(s)
Familiarity with NFCU products, services, programs, policies and procedures
Exposure to SCRA database functions and applying interest/payment adjustments for consumer loans & credit cards
Exposure to utilizing lending systems
Familiarity with SCRA rules and regulations
Basic skill in interpreting, understanding military orders and government documentation
Hours: Monday - Friday, 11:00AM - 7:30PMLocations: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive, Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602About 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 ProgramsFrom 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/DisabilityHybrid 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 positionBank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.REQNUMBER: 22413
