Overview
Handle specialized populations and administrative duties associated with loss recovery. Apply various analytical techniques to solve complex general ledger discrepancies. Serve as a subject matter expert for all business functions, systems, policies and/or procedures, and reporting.
Responsibilities
Performs administrative duties in support of the LCR Counselors, Recoveries portfolio and outsourcing efforts
Review and analyze information in various automated collection systems and supportive applications and determine appropriate action to maintenance accounts
Gathers and compiles data and/or documents for account research purposes for use when answering Member Concerns, correspondence, OGC requests, debt buyer or attorney inquiries
Maintains and processes repayment plans on a designated portion of the Recoveries portfolio
Researches and fulfills Debt Validation requests submitted by the member, management, OGC or compliance
Perform research to fulfill document requests and complete interrogatories, complaints and/or requests for production of documents
Analyze financial and operational results, investigate variances, and communicate findings to management; develop management presentations as needed
Evaluate daily reports to identify patterns or areas of improvement related to make recommendations to leadership for changes and improvements in operational processes, procedures, policies, etc. to enhance operational performance
Serve as liaison between LCR, First Party Agencies, debt sale buyers, attorneys, OGC, internal teams, and/or management to answer questions, address inconsistencies, resolve issues, and make recommendations
Maintain and monitor recovery files including internal documents, communication with outside vendors, and/or scheduled court dates and witnesses
Handles data review and system maintenance for litigation, sold accounts and/or debt sale buybacks
Monitor recorded calls from First Party Agencies to ensure all Quality Assurance requirements are met
Reviews general ledgers, identifies sold or litigation account remits, compiles payment files and submits Cash Disbursement Voucher requests for payout to the debt buyer or attorneys
Prepare debt sale buyback files and coordinate with the buyer on the account transfer process
Reviews list of payments to ensure that the automated collection systems reflect the proper crediting of payments received from debtors or attorneys
Develop and implement procedural documents and job aids for internal and business use
Monitor attorneys' assigned accounts to determine litigation status and continued cost effectiveness; inform attorneys of applicable and specific legal matters and the impact on the Credit Union
Assists the Data Control, General Accounting, Credit Card Support, and Credit Card Services Branches to balance the various automated collection systems with the charged-off accounts general ledgers
Conduct audits to ensure accuracy and deadline requirements are met for daily error reports
Identify and investigate complex discrepancies or processing problems related to payments to charged off losses
To act as Collections representative, witness, and Custodian of the Records for the Credit Union in mediations, trials, and depositions for Civil cases
Serve as business functions' subject matter expert, including providing training and guidance for successful knowledge transfer within the section and department
Serve on teams and task groups for projects/initiatives within the business unit and/or across the organization
Identify or review compliance issues; assist supervisor with implementing corrective procedures/action
Audit member communications through various channels to ensure appropriate SLAs are met to optimize member service
Researches the Recoveries general ledger error reporting to re-direct payments to the appropriate accounts
Investigate, resolve and/or escalate complex discrepancies, data entry errors and out of balance situations; prepare and present recommendations for immediate action or proposals for policy changes to prevent losses
Review documentation and complete affidavits on behalf of Navy Federal Credit Union for debt buyers or attorneys
Create and compile reporting using intermediate to high level knowledge of Microsoft applications such as Excel and PowerPoint
Partner with other business units and vendors to improve procedures, resolve problems, and implement initiatives, present conclusions, and recommendations to management
Collaborate with other business units to gain an understanding of transactions, processes and procedures, their impact on other business units processes and procedures, and identify risk potential for fraudulent activity
Perform other duties as assigned
Qualifications
Advanced knowledge of collection or recovery processes
Ability to proficiently and expeditiously review, comprehend and analyze written material
Proficient verbal and written communication skills
Advanced skill maintaining accuracy with attention to detail and consistently meeting deadlines
Advanced interpersonal skills and the ability to collaborate with both internal and external contacts, respond to requests regarding complex financial information/data and make decisions based on findings
Advanced experience working both independently and in a team environment to include mentoring/guiding teammates
Ability to exercise assertiveness, self-confidence, and initiative
Working knowledge of Navy Federal organizational structure, products, services, policies, and procedures
Advanced experience corresponding with external vendors and/or contractors to collaborate and discuss process improvements or make recommendations
Advanced experience using Microsoft Office products to create complex reporting, data compilation and presentations
Proficiency with recovery functions within CACS, all systems related to transaction research and advanced knowledge balancing the general ledgers
Ability to analyze, test and implement new processes and/or systems
Desired Qualifications
Familiarity with the various automated collection systems utilized by NFCU
Expert-level knowledge in Recoveries or Collections
Advanced knowledge of Navy Federal's functions, philosophy, operations, and organizational objectives
Additional Information
Hours:
Monday - Friday, 8:00AM - 4:30PM
Location:
5510 Heritage Oaks Drive, Pensacola, FL 32526
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.
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From Fortune Magazine. © 2026 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune 100 Best Companies to Work For are registered trademarks of Fortune Media IP Limited and are used under license. Fortune Magazine, Fortune Media (USA) Corporation, and its affiliates 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 age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.
Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at medicalaccommodations@navyfederal.org or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.
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. For additional details regarding compensation and benefits, review the Benefits page (https://fa-etbx-saasfaprod1.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/nfcu/pages/employee-benefits) of the Navy Federal Career Site.
Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act. REQNUMBER: 30114
