REL Resolution Specialist I/II

YOUR LIFE'S MISSION: POSSIBLE

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 2021 Best for Vets Employers
• WayUp Top 100 Internship Programs
• Forbes® 2021 The Best Employers for New Grads
• Forbes® America's Best Employers
• Newsweek Top 100 Most Loved Workplaces
• 2021 People Companies that Care
• Fortune Best Workplaces for Women
• Fortune 100 Best Companies to Work For®
• Fortune Best Workplaces for Millennials
• Computerworld® Best Places to Work in IT

Basic Purpose

To respond to complex, sensitive, and/or urgent inquiries relating to members’ mortgage applications via multiple channels. Research, resolve, and respond to complex mortgage application processing issues with little supervision. Serve as subject matter expert for staff to quickly, efficiently, and correctly address and resolve escalated mortgage application processing issues. Act as a liaison and proactive facilitator between mortgage processing and business partners to ensure prompt, consistent, and accurate mortgage application case resolution.

Responsibilities

• Respond promptly to escalated inquiries from members, and sometimes senior management as well, via the telephone, instant message, e-mail, and/or Linked-in, etc.
• Open, manage, and close cases received from Mortgage Processors, MPS, and/or other Supervisors
• Perform first call resolution response that may often require complex research of multiple sources to determine the background of the situation
• Research applicant’s employment, review Desktop Underwriting conditions and financial history to help determine the accuracy of application, loan approval status, and documents
• Detect, report, and correct complex mortgage application errors; follow through with cognizant parties to ensure resolution
• Act with broad authority when counseling members regarding documents required, policy and procedures, closing dates, HOA, insurance, and federal and state requirements
• Serve as a Subject Matter Expert (SME) for staff on the processing of mortgage applications, to include complex issues that occur in closing, post-closing, and post-settlement
• Provide informational, technical, and procedural guidance to Mortgage Processors, MPS, and other Supervisors
• Prepare recommendations for procedural changes in collaboration with business partners’ leadership
• Manage the UAD Mortgage Assist Line
• Prepare loan activity report and record, track, and report member concerns to management
• Review Escrow Waivers, as well as MDIA Waiver requests and respond promptly to Power of Attorney and Trust requests, as well as BBB, CFPB, and NCUA complaints
• Obtain and verify that all loan documentation and income and asset declarations are accurate and provided promptly to underwriters for loan approval
• Communicate and document final mortgage loan decisions to ensure relevant parties remain/are updated and informed
• Monitor mortgage loan process and ensure compliance with federal laws, as well as Navy Federal, RESPA, NCUA and secondary market practices, guidelines and regulations
• Resolve changes, revisions and corrections with members, attorneys, realtors, closing agents and settlement attorneys to ensure accurate and efficient processing of mortgage loans
• Perform other duties as assigned or appropriate

Qualifications

• 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
• Significant experience in progressively responsible positions with a high case load environment that demonstrates an expert knowledge of mortgage applications, and/or closing and underwriting requirements
• Advanced knowledge of mortgage lending systems, policies, procedures, and practices
• Advanced knowledge of mortgage/equity loan processing, closing and documentation requirements and regulations
• Advanced knowledge of NCUA and federal regulations governing mortgage applications and loans
• Advanced good judgment skills to exercise initiative & make sound decisions in an independent manner
• Advanced ability to connect and relate/empathize with employees/members
• Advanced organizational, time management, and problem-solving skills
• Significant experience using good judgment and initiative to make sound decisions independently
• Advanced interpersonal, verbal, listening, telephone, and written communication skills that demonstrate the ability to interact tactfully and effectively in difficult situations
• Expert knowledge of Real Estate Lending systems, policies, procedures, and practices
• Advanced ability to work independently, prioritize and handle multiple tasks efficiently
• Significant experience in using mortgage specific origination and processing systems, spreadsheet, database applications, and presentation software
• Advanced skill analyzing and resolving problems, or work processes, for technical solutions
• Advanced skill applying innovative approaches to solve operational/system issues

Desired Qualifications

• Working knowledge of Navy Federal mortgage lending policies, procedures, productions, and services
• Advanced knowledge of underwriting and closing policies and procedures
• Significant customer service and/or supervisory experience

REL Resolution Specialist II

Basic Purpose

To respond to highly complex, sensitive, and/or urgent inquiries received from members’ mortgage applications via multiple channels. Research, resolve, and respond to the most complex mortgage issues independently. Serve as subject matter expert for promptly resolving senior management forwarded questions and related escalated mortgage application processing issues. Act as liaison and proactive facilitator between mortgage processing, senior management, and business partners to ensure prompt, consistent and accurate mortgage application case resolution. Mentor and train lower level/new team members.

Responsibilities

• Respond promptly to escalated mortgage application inquiries received mostly from executives, and other members as well, via the telephone, instant message, e-mail, and/or Linked-in, etc.
• Open, manage, and close cases received from senior management, Mortgage Processors, MPSs, and/or other Supervisors
• Perform first call resolution response that often requires highly complex research of multiple variable sources to determine the background of the situation
• Validate applicant’s employment, review Desktop Underwriting conditions and financial history to help determine the accuracy of application, loan approval status, and documents
• Detect, report, and correct highly complex mortgage application errors; follow through with cognizant parties to ensure resolution
• Act with broad authority when counseling members regarding required documents, policy and procedures, closing dates, HOA, insurance, and federal and state requirements
• Serve as a Subject Matter Expert (SME) for senior management and staff on matters related to the processing of mortgage applications; to include complex issues that occur in closing, post-closing, and post-settlement
• Coordinate final resolution of cases with Office of General Council (OGC), Chief Lending Officer, or SVP Mortgage Lending, as needed
• Prepare recommendations for procedural changes in collaboration with business partners’ leadership
• Manage the UAD Mortgage Assist Line and approve Power of Attorney and Trust requests
• Prepare loan activity report and record, track, and report member concerns to senior management and other management within the credit union
• Review and approve Escrow Waivers as well as MDIA Waiver requests, in coordination with VP, and expedite responses to BBB, CFPB, and NCUA complaints
• Obtain and verify that loan documentation, income and asset declarations are accurate and provide promptly to underwriters for loan approval
• Communicate and document final mortgage loan decisions to ensure relevant parties remain/are updated and informed
• Ensure compliance with federal laws, as well as Navy Federal, RESPA, NCUA, and secondary market practices, guidelines and regulations
• Resolve changes, revisions and corrections with members, attorneys, realtors, closing agents and settlement attorneys to ensure accurate and efficient processing of mortgage loans
• Mentor and train lower level/new team members
• Act as Mortgage Production Supervisor in the incumbent’s absence
• Perform other duties as assigned or appropriate

Qualifications and Education Requirements

• 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
• Significant experience in progressively responsible positions with a high case load environment that demonstrates an expert knowledge of mortgage applications, and/or closing and underwriting requirements
• Expert knowledge of mortgage lending systems, policies, procedures, and practices
• Expert knowledge of mortgage/equity loan processing, closing and documentation requirements and regulations
• Expert knowledge of NCUA and federal regulations governing mortgage applications and loans
• Expert judgment skills to exercise initiative & make sound decisions in an independent manner
• Ability to connect and relate/empathize with employees/members
• Advanced organizational, time management, and problem-solving skills
• Expert interpersonal, verbal, listening, telephone, and written communication skills that demonstrate the ability to interact tactfully and effectively in difficult situations
• Extensive experience in using mortgage specific origination and processing systems, spreadsheet, database applications, and presentation software
• Expert skill analyzing and resolving problems, or work processes, for technical solutions
• Advanced skill applying innovative approaches to solve operational/system issues
• Executive presence – Ability to comfortably and confidently communicate at an Executive Level

Hours: Monday – Friday 8:00am – 4:30pm

Locations:
820 Follin Lane, Vienna, VA 22180
141 Security Drive, Winchester, VA 22602
5550 Heritage Oaks Drive, Pensacola, FL 32526

Salary: 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. The salary range for this position is: $23.00 - $41.00 hourly.

**Navy Federal is now hybrid! Our standard enterprise requirement for a hybrid schedule is to report onsite 4-16 days each month. The number of days reporting onsite will ultimately be determined by the employee's leadership and business unit needs. You will learn more throughout the hiring and onboarding process*

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

COVID-19 Vaccine Information

As a COVID-19 safety measure, our employees must either provide proof of COVID-19 vaccination or follow additional safety protocols, including testing.

Disclaimer

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.

Bank Secrecy Act

Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.