Jobs and Careers

Real Estate Lending Quality Service Specialist I

United Statesfull_timeVerifiedPosted 7 Aug 2024

About the role

To serve as internal consultant providing quality control and support for REL team members and Supervisors. Monitor, document, and evaluate interactions across multiple media (e.g., phone calls, chat, eMessage, etc.) to determine service quality (e.g., completeness, accuracy, compliance, high value interactions etc.). Analyze monitoring results and member journeys to deliver insights that streamline processes, improve operational efficiency, and enhance the member experience. To provide broad organizational support and respond to inquiries and requests from REL team members, Supervisors, and other internal customers.

Monitor, document, and evaluate interactions to ensure service consistency and regulatory compliance, and determine service quality
Provide and document feedback to team members and Supervisors through standardized tools
Collect data from monitored interactions and member journeys to deliver insight and make recommendations to management and/or stakeholders
Identify team member areas of improvements and provide prompt recognition of positive performance
Identify problems and root causes related to all aspects of quality service
Identify and report situations/patterns of activity indicating potential fraud or abuse
Identify and report training, procedural and automated systems issues and concerns
Assess patterns of member activity related to products and services
Assess impact of process and procedural changes on member service quality
Demonstrate commitment to organizational success and members' and/or internal customers' satisfaction
Evaluate operational efficiency and effectiveness
Participate in learning experiments, projects, and initiatives as needed
Participate in the development of training programs by updating and/or providing input
Ensure the implementation of new and enhanced processes
Participate in evaluating, implementing and documenting system updates
Develop & recommend enhancements to improve operational processes & procedures
Perform other duties as assigned

Experience in work which displays increasing levels of responsibility and authority
Experience in customer service or financial institution call center environment
Advanced knowledge of Navy Federal systems, procedures, policies and practices
Advanced knowledge of NCUA, CFPB and federal regulations governing Real Estate Lending, mortgage and equity loans
Advanced knowledge of Navy Federal products, services, programs, policies and procedures
Ability to navigate multiple screens and applications on a PC and adapt to new technologies
Ability to coach and provide feedback tactfully
Ability to work accurately with numbers & perform basic mathematical calculations
Ability to work independently and in a team
Ability to quickly adapt to change
Ability to support and mentor peers
Effective analytical and problem solving skills
Effective organizational, planning and time management skills
Effective interpersonal, verbal and written communication skills
Effective active listening skills to accurately respond to inquiries and account requests
Effective skill in exercising initiative, good judgment, and making sound and timely decisions
Effective word processing and spreadsheet skills
Effective skill following, interpreting, and applying relevant data/instructions, guidelines, procedures, policies, practices, and regulations

Desired Qualifications

Experience in supervising staff
Experience in training and development of staff

Hours: Monday - Friday, 8:00AM - 4:30PM

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

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.