Member Service Representative II - Mortgage Loan Originator, Contact Center Operations

To respond to inquiries and requests from members and other individuals within a 24/7 high volume, schedule-driven and structured contact center operation (CCO). Provide information regarding Navy Federal products and services demonstrating knowledge, active listening, multiple system adaptability and engagement methods to ensure optimal member experience and customer service. Perform transactions or related functions for mortgage and/or other Navy Federal accounts. May perform transactions or related functions for savings, checking, consumer loans, credit cards, IRAs and/or other Navy Federal accounts. To advise members of other products and services that may fit their needs and provide opportunities for positive member interaction.

This position is eligible for the TalentQuest employee referral program. If an employee referred you for this job, please apply using the system-generated link that was sent to you.

- Incumbent will be required, prior to the assumption of employment duties, to register with the Nationwide Mortgage Licensing System and Registry; includes fingerprinting and background checks
- Experience in member/customer service preferably in a call center, retail banking or financial institution
- Experience in managing multiple priorities independently and/or in a team environment to achieve goals
- Effective skill in producing desired results and achieving goals and objectives
- Effective skill maintaining composure in a high production and changing environment
- Effective skill navigating multiple screens and PC applications and adapting to new technologies
- Effective skill performing basic mathematical calculations and working accurately with numbers
- Effective active listening skills to accurately respond to inquiries and account requests
- Effective skill exercising initiative and using good judgment to make sound decisions
- Effective skill building effective relationships through rapport, trust, diplomacy and tact
- Effective verbal and written communication skills
- Effective skill interacting tactfully and effectively in difficult situations
- Effective organizational, planning and time management skills
- Effective skill in resolving member/customer problems

Desired Qualifications

- Experience in the mortgage lending industry
- Experience in high volume call center situations
- Working knowledge of accounting, credit and/or lending principles and techniques
- Working knowledge of NFCU Contact Center procedures, policies and practices
- Familiarity with savings and checking products, accounts and services
- Familiarity with applicable NCUA and federal regulations governing consumer lending, credit cards, mortgage and equity loans, and/or savings and checking accounts
- Familiarity with NFCU mortgage products, services, programs, policies and procedures
- Experience in a sales, cross selling or up-selling environment

Additional Information

Hours:

- Multiple shifts available starting at 11:00AM EST and later

Location:

- 5510 Heritage Oaks Drive, Pensacola, FL 32526