OverviewnnTo review and process requests for interest rate reduction under the Service member Civil Relief Act (SCRA) qualifications. Serve members by answering SCRA inquiries and questions pertaining to Navy Federal lending products via internal and external communication platforms including private and federal educational loans. Create and execute daily, weekly and monthly reporting to Executive and Senior leadership. Level I: Work under moderate supervision.nnResponsibilitiesnnPrepare, research, and process requests from members applying for the interest rate reductions under the SCRAnnValidate receipt of members' military documents and active duty information on documentationnnDetermine acceptability of active duty documents and eligibility of lending accounts; evaluate SCRA requests against federal guidelines to determine approval/disapproval of document for SCRAnnAudit and adjust Navy Federal Mortgages, Consumer Loans, Credit Cards and Checking Lines of Credit (CLOCs) for qualifying members of SCRAnnPerform complex debt account transactions and adjustments, using several NFCU subsystems, to process interstate and minimum monthly payments changes and adjustmentsnnComplete rate, amortizing, and billing adjustments on eligible accounts at both initiation and release from SCRA coveragennReimburse (if applicable) accounts for overpaid interest due to retro-active SCRA adjustments using applicable lending systems and JVSnnSubmit reimbursement requests to investors monthly and quarterly (i.e., Fannie Mae, Ginnie Mae and Freddie Mac); monitor and insure reimbursements are received by investorsnnConduct mandatory quarterly and monthly analysis and investigate SCRA Investor mortgages (Fannie Mae, Ginnie Mae, and Freddie Mac) to confirm compliance with investor regulationsnnRegularly monitor and review SCRA account activity and follow up with members when orders near expiration date to determine continued eligibilitynnPlace members into the SCRA database, process extensions and release lettersnnReview/analyze Navy Federal Accounts under SCRA protection for reporting purposesnnPerform monthly and quarterly audits on Navy Federal mortgage accountsnnRespond/investigate/research/resolve internal audit findingsnnReview and process approved and declined SCRA coverage from Service PartnersnnCounsel internal partners and external members regarding Navy Federal's policy regarding compliance with the SCRAnnAdvise members of SCRA requirements and applicable Navy Federal rules and regulationsnnResearch and investigate military documents to make decisions supporting Navy Federal's policy in compliance with the SCRA and complex questions regarding eligibilitynnResearch and respond to CFPB and BB complaintsnnServe as subject matter expert regarding Navy Federal policies regarding the extension of SCRA protectionnnPerforms other related duties as assignednnQualificationsnnFamiliarity with financial institution and lending practices, principles and regulationsnnExperience in member/customer service preferably in a call center/retail banking/financial institutionnnFamiliarity with financial transaction/processing related responsibilitiesnnAbility to work independently and in a team environmentnnExperience in managing multiple priorities independently and/or in a team environment to achieve goalsnnEffective skill interacting with staff, management, vendors, members diplomatically & tactfullynnEffective verbal and written communication skillsnnEffective skill navigating multiple screens and PC applications and adapting to new technologiesnnEffective skill performing mathematical calculations and working accurately with numbersnnEffective word processing and spreadsheet software skillsnnAbility to work effectively and efficiently with automated systemsnnEffective skill maintaining accuracy with attention to detail and meeting deadlinesnnEffective skill reviewing documents for errors, inconsistencies or missing informationnnEffective research, analytical, and problem solving skillsnnEffective skill following, interpreting and applying guidelines, procedures, practices, regulationsnnEffective skill exercising initiative and using good judgment to make sound decisionsnnEffective organizational, planning and time management skillsnnDesired Qualification(s)nnFamiliarity with NFCU products, services, programs, policies and proceduresnnExposure to SCRA database functions and applying interest/payment adjustments for consumer loans & credit cardsnnExposure to utilizing lending systemsnnFamiliarity with SCRA rules and regulationsnnBasic skill in interpreting, understanding military orders and government documentationnnHours: Monday - Friday, 11:00AM - 7:30PMnnLocations: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive, Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602nnAbout UsnnNavy 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.nn• Best Companies for Latinos to Work for 2024nn• Computerworld® Best Places to Work in ITnn• Forbes® 2024 America's Best Large Employersnn• Forbes® 2023 The Best Employers for New Gradsnn• Fortune Best Workplaces for Millennials™ 2023nn• Fortune Best Workplaces for Women ™ 2023nn• Fortune 100 Best Companies to Work For® 2024nn• Military Times 2023 Best for Vets Employersnn• Newsweek Most Loved Workplacesnn• Ripplematch Campus Forward Award - Excellence in Early Career Hiringnn• Yello and WayUp Top 100 Internship ProgramsnnFrom Fortune. ©2024 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.nnEqual 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/DisabilitynnHybrid Workplace: Navy Federal Credit Union is a hybrid workplace, and details will be discussed during your interview process.nnDisclaimers: 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 positionnnBank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.nnREQNUMBER: 22413