Overview
To provide consultative financial counseling and debt management services for the membership to mitigate financial loss to Navy Federal Credit Union. Work on assignments that are moderately complex in nature requiring judgement in resolving issues and making recommendations. Mentor and train Personal Finance Specialist/Support Assistants. Work independently.
Responsibilities
Provide financial counseling and administer debt management services for members
Interview members to assess their financial situation and determine the appropriate level of counseling required (e.g. productive, preventive, or remedial)
Provide budgetary counseling and assist with developing personal budgets for members; determine member's qualifications for Personal Finance Management assistance programs
Actively listen to member's unique financial situations; ensure interactions are not perceived as cross- selling opportunities or preferential treatment
Analyze member debts to Navy Federal Credit Union and other creditors
Independently restructure credit terms and conditions for debt repayment; calculate payment offers and employ advanced negotiation tactics
Recommend loan and/or credit card extensions, reduced interest rates, payment changes and refinances; submit to management for approval
Counsel members through difficult decisions, including bankruptcy filings, by recommending alternative solutions
Review data in system; research missing payments, process payment reversals and submit closure for revolving lines of credit
Initiate and/or respond to members, vendors, and other financial institutions via various communication channels
Ensure compliance with internal and external documentation and disclosure requirements
Ensure member contact information is up to date; maintain detailed, chronological records on each member interaction, including actions taken
Conduct personal finance management and budgeting class/workshop presentations
Stay abreast of and ensure compliance with applicable federal and state laws, rules, and regulations to include Regulation B and Regulation Z Truth in Lending criteria, UDAAP, and FDCPA guidelines
Participate in continuing education training pertaining to financial literacy and education
Perform other duties as assigned
Qualifications
Significant experience in the financial services industry, preferably operations and/or administrative support
Significant experience in financial transaction/processing
Significant experience in working in a high call volume, fast paced environment, preferably in a large financial institution
Advanced knowledge of financial budgeting, credit, and/or collection practices
Advanced knowledge of applicable federal and state laws, rules and regulations
Experience in financial counseling, negotiating, and explaining decisions to members/customers
Significant experience in working with all levels of staff, management, stakeholders, vendors
Ability to work independently and in a team environment
Ability to maintain confidentiality
Advanced member/customer service skills
Advanced skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations
Advanced skill interacting tactfully and effectively in difficult situations
Advanced research, analytical, and problem solving skills
Advanced skill exercising initiative and using good judgment to make sound decisions
Advanced skill assimilating information, analyzing facts, and developing logical conclusions
Advanced skill building effective relationships through rapport, trust, diplomacy and tact
Advanced skill producing desired results and achieving goals and objectives
Advanced skill performing mathematical calculations with a high degree of accuracy
Advanced database, word processing, and spreadsheet software skills
Advanced skill navigating multiple screens and PC applications
Expert verbal and written communication skills
Advanced organizational, planning and time management skills
Advanced skill conducting interviews
Advanced skill navigating multiple screens and PC applications
Desired Qualifications
Advanced knowledge of NFCU products, services, programs, policies, and procedures
Advanced knowledge of NFCU's functions, philosophy, operations and organizational objectives
Current Collections experience only
Hours: Monday - Friday, 11:30AM - 8:00PM Flex
Location: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive, Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602
About Us
Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.
Our approach to careers is simple yet powerful: Make our mission your passion.
Best Companies for Latinos to Work for 2024
Computerworld® Best Places to Work in IT
Forbes® 2025 America's Best Large Employers
Forbes® 2024 America's Best Employers for New Grads
Forbes® 2024 America's Best Employers for Tech Workers
Fortune Best Workplaces for Millennials 2024
Fortune Best Workplaces for Women 2024
Fortune 100 Best Companies to Work For® 2025
Military Times 2024 Best for Vets Employers
Newsweek Most Loved Workplaces
2024 PEOPLE® Companies That Care
Ripplematch Recruiting Choice Award
Yello and WayUp Top 100 Internship Programs
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.
Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected Veteran.
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.
REQNUMBER: 27033
