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

Navy Federal Credit Union

. Respond to member and individual inquiries and requests within a 24/7 high-volume, schedule-driven contact center operation .

Posted 11/9/2026full-timePensacola • Florida • United StatesMid-LevelSenior💰 $22 - $26 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in mortgage information, compliance with federal regulations, and effective member service in a high-volume contact center environment. Proficient in problem resolution, relationship building, and utilizing technology to enhance customer interactions.

Highest-signal resume keywords

Mortgage InformationMember ServiceCompliance With Federal RegulationsProblem ResolutionActive Listening

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Mortgage Loan ApplicationsBasic Mathematical CalculationsAccount TransactionsFraud DetectionPayment Processing

Soft Skills

Effective CommunicationRelationship BuildingOrganizational SkillsTime ManagementAdaptability

Tools & Technologies

PC ApplicationsContact Center Software

Certifications & Qualifications

Nationwide Mortgage Licensing System Registration

Industry Keywords

Financial ProductsCustomer ServiceCall CenterRetail BankingNavy Federal Guidelines

About the role

Key responsibilities & impact

Respond to member and individual inquiries and requests within a 24/7 high-volume, schedule-driven contact center operation
Provide mortgage information regarding products, services, policies and rates
Respond to inquiries about mortgage applications, processing status, problems and concerns
Review and evaluate mortgage loan applications for viability and compliance with Federal and Navy Federal guidelines
Implement and update automatic payment options for mortgage and equity loans
Provide member service by phone, email, chat, or other available media
Protect and verify caller identity and review account alerts and irregularities
Respond to potential fraud or abuse patterns
Comply with federal and other regulations relating to financial products and services
Analyze, research, and resolve member account and loan problems and discrepancies
Counsel current and prospective members about Navy Federal products and services
Execute first-call resolution, including research, follow-up, and return calls
Identify cross-service opportunities and increase product penetration
Perform account transactions and fee adjustments or other monetary incentives within authority
Perform all required Member Service Representative contact center duties and other duties as assigned

Requirements

What you’ll need

Prior to assuming employment duties, register with the Nationwide Mortgage Licensing System and Registry, including fingerprinting and background checks
Experience in member/customer service, preferably in a call center, retail banking or financial institution
Experience managing multiple priorities independently and/or in a team environment to achieve goals
Effective skill 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 resolving member/customer problems
Multiple shifts available starting at 11:00AM EST and later

Benefits

Comp & perks

Highly competitive pay
Generous benefits and perks
Employee referral program eligibility
Multiple shifts available starting at 11:00AM EST and later