Overview

　　To perform complex work to ensure collateralized loans have valid and appropriate proof of ownership to minimize Navy Federal financial risk. Verify accounts comply with promissory notes and loan guidelines. Establish cooperative relationships with internal and external partners to ensure procedures are adhered to. Research, resolve, and respond to inquiries/issues from members, state DMVs, dealerships, and others concerning collateral issues and loan compliance. Work is performed under limited supervision. Act as Supervisor in the incumbent's absence.

　　Responsibilities

　　Respond to escalated inquiries via various communication venues (e.g., inbound telephone calls and RightNow eMessages, etc.) to provide explanation for action taken on members collateralized loans Review member account data and/or documentation to ensure data is accurate, up-to-date and in compliance with applicable federal and state laws, rules, regulations and Navy Federal policies and procedures Prioritize workload to ensure expeditious handling of high visibility and urgent cases Maintain 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 Track and update action items in databases Collect, prepare and maintain data for analysis, reports and reference Contact registered owners, state and federal titling agencies, vehicle dealerships, etc. to resolve discrepancies with title issues and loan compliance; identify and perform related follow-up actions Analyze, research and resolve problems and discrepancies related to member accounts/loans Initiate and ensure corrective action to member accounts and/or documentation to ensure complete and accurate documentation Determine appropriate documentation for lien placement; prepare letters/forms and forward to member; track and follow-up to ensure forms are returned Respond to inquiries; offer solutions to members, other business units and external organizations Release titles, reverse loan rates and recommend account refinances and/or changes of collateral on accounts that do not comply with loan guidelines Monitor, review, interpret and process requests, initiate adjustments within defined scope of authority Evaluate processes and resource materials and recommend updates/improvements Advise Supervisor and peers of regulatory or procedural changes implemented by titling agencies Maintain thorough knowledge of applicable federal and state laws, rules and regulations and Navy Federal policies and procedures Research, gather and synthesize data; present conclusions and recommendations to management and/or team members Facilitate collateral control training for staff in other business units Serve as a mentor/trainer and provide guidance and assistance to Collateral Control team members Serve on teams and task groups for projects/initiatives within business unit and/or across the organization Perform other duties as assigned

　　Qualifications

　　Significant experience in member/customer service preferably in a call center, retail banking or financial services organization Advanced knowledge of applicable federal and state laws, rules and regulations governing collateral procedures, title policies and loan perfection Advanced knowledge of (e.g., consumer or mortgage loans, credit cards, savings/checking accounts, etc.) Significant experience in work in which displays increasing levels of responsibility and/or authority Significant experience in work which addresses/resolves collateral issues and inquiries Advanced knowledge of consumer lending principles and financial practices Advanced knowledge of accounting and credit principles and techniques Exposure to leading, guiding and mentoring others Ability to work independently and in a team environment Advanced skill interacting with staff, management, vendors and members diplomatically and tactfully Advanced skill exercising initiative and using good judgment to make sound decisions 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 Expert verbal, interpersonal and written communication skills Advanced database, word processing, spreadsheet, and presentation software skills

　　Desired Qualification(s)

　　Notary Public Advanced knowledge of Navy Federal functions, philosophy, operations and organizational objectives

　　Hours: Monday - Friday, 9:30AM - 6:00PM (Rotating Saturdays)

　　Location: 5550 Heritage Oaks Dr., Pensacola, FL 32526

　　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.