Overview

　　To supervise the strategic and tactical day to day functions of the Service Member Civil Relief Act (SCRA) Servicing section. Responsible for the review and approval of all member requests for SCRA protection. Oversees the application and removal of SCRA protection for all Navy Federal Lending products, to include first mortgages, equity loans, home equity lines of credit, consumer loans, credit cards, checking lines of credit and private student loans. Maintains coordination of protection with internal and external business partners, and investors. Ensures review and analysis of Navy Federal Accounts under SCRA protection for reporting and auditing purposes. Resolves related internal/external audit and risk assessment findings. Serves as main point-of-contact for issues/concerns regarding SCRA protection program.

　　Responsibilities

　　Oversee the review, research and processing of members requesting SCRA interest rate reductions Oversee account audits and adjustments (i.e. interest rates, principal & interest payment amounts, credits and/or refunds to member accounts) to Navy Federal mortgages, consumer loans, credit cards and Lines of Credit (LOCs) for members qualifying for SCRA protection Frequently correspond with members through phone conversations, emails, e-messages, and regular mail correspondence. Serve as a point of contact for responding to and resolving escalated inquiries from the members, staff, and management Manage the SCRA database to ensure accurate account activity tracking for regulatory audits --- includes frequent internal and external (investor, NCUA, CFPB) audit requests Issue final eligibility determinations; evaluate SCRA requests against federal guidelines to determine approval/disapproval of eligibility for SCRA protection Conduct mandatory quarterly analysis and investigate Investor mortgages under SCRA protection (Fannie Mae, Ginnie Mae, and Freddie Mac) to confirm compliance with investor reporting guidelines Partner with Investor Reporting section to track SCRA protected mortgage accounts requiring special calculations specific to each investor to ensure proper remittance processing Monitor and perform quarterly reconciling to insure the receipt of investor reimbursements due Navy Federal Ensure exceptions are identified and resolved Perform on-going quality control to ensure efficiency and accuracy of processes and procedures Update and maintain reports and statistics for management Research, gather and synthesize data; present conclusions and recommendations to management and/or team members Stay abreast of and ensure compliance with applicable federal, state and industry laws, regulations and guidelines Serve as subject matter expert regarding business functions, systems, policies and/or procedures Resolve escalated discrepancies including guiding members and/or Internal/external contacts Monitor daily production reports and staff work volume; adjust assignments to meet fluctuating workload Establish qualitative and quantitative measures to meet servicing goals and expectations Define and validate procedures; recommend process improvements for operational efficiency Perform other duties as assigned

　　Qualifications

　　Advanced knowledge of SCRA Rules & Regulations to determine complex eligibility decisions Advanced knowledge of SCRA interest/payment adjustments for consumer loans & credit cards Advanced knowledge of accounting, credit, and/or lending principles and techniques Working knowledge of applicable NCUA and federal regulations governing consumer lending and/or credit cards, mortgage and equity loans, savings and checking accounts Working knowledge of multiple financial products such as consumer or mortgage loans, credit cards, savings/checking accounts, etc. Ability to work effectively and efficiently with automated systems Experience in supervising and leading employees Experience in applications/systems analysis, workflow or procedural analysis Experience in researching, compiling, and documenting data, business processes, and workflow Advanced skill conducting complex personal and business financial analysis Effective word processing and spreadsheet software skills Advanced research, analytical, and problem solving skills Effective database and presentation software skills Advanced skill exercising initiative and using good judgment to make sound decisions Advanced organizational, planning and time management skills Advanced verbal and written communication skills Advanced skill interacting tactfully and effectively in difficult situations Effective skill analyzing and organizing problems or work processes for technical solutions Advanced skill resolving conflicting requests and meeting changing

　　Desired Qualification(s)

　　Prior military experience Familiarity with Navy Federal's functions, philosophy, operations and organizational objectives Familiarity with Navy Federal products, services, programs, policies and procedures Working knowledge Real Estate Lending systems, policies, procedures, practices and/or actions

　　Hours: Monday - Friday, 11:00AM - 7:30PM

　　Location: 141 Security Dr. Winchester, VA 22602

　　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.