Jobs and Careers

Business Support Specialist II

Winchester, United Statesfull_timeVerifiedPosted 20 Jun 2025

About the role

To receive escalated, moderately complex and/or urgent inquiries related to member accounts, General Ledger accounts, or Navy Federal systems, policies and procedures. To research and respond to branch and member impacting escalated situations, moderately complex account errors, and system issues under supervision. To assist with comprehensive testing and implementation of enhancements to existing software, and of new systems. Perform complex/difficult tasks with considerable latitude.

Analyze, research and resolve problems and discrepancies related to member accounts/loans
Create and maintain clear, accurate documentation and user guides
Collaborate with subject matter experts to ensure up-to-date content
Ensure software/systems meet regulatory and procedural requirements
Develop expertise in Remittance Processing systems and workflows
Identify and detect errors/omissions; resolve or arrange for the resolution
Involved in cross-organizational task groups concerning new automated systems, products and/or services
Perform research for process improvements
Recommend corrective action when discrepancies occur
Resolve issues relating to General Ledger accounts and/or Navy Federal systems
Test and implement software and/or processes
Work with other business units to resolve systems and equipment issues
Act as a resource for team members and stakeholders
Assist with quality audits and ensure compliance
Support multiple projects and contribute to process improvements
Perform other duties as assigned

Ability to work independently and in a team environment
Familiarity with documentation tools and software testing
Advanced knowledge of branch systems and processes
Advanced research, analytical, and problem solving skills
Advanced skill applying research and interpretation of findings to respond to requests for information
Advanced skill exercising initiative and using good judgment to make sound decisions
Advanced skill managing multiple tasks and deadlines with flexibility and focus
Advanced skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations
Advanced skill navigating multiple screens and PC applications and adapting to new technologies
Advanced verbal and written communication skills

Desired Qualifications

Bachelor's Degree in Accounting and Business Administration or the equivalent combination of training, education, and experience
Experience with eDeposits (Mobile Deposit system) and EZAdmina (ATM Deposit system)
Familiarity with Mavro (Mail), Encore, and Pega Application
Proficiency in Asana for task management and collaboration
Skilled in Articulate 360 and RISE for eLearning content creation
Ability to create process visuals using Visio
Experience with Adobe Express for graphic and content design
Proficient in Tableau for data visualization and reporting
SharePoint administration experience, particularly for Remittance
Strong command of the full Microsoft Office suite
Advanced knowledge of Navy Federal products, services, programs, policies and procedures
Advanced knowledge of accounting, credit, and/or lending principles and techniques

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

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

Our approach to careers is simple yet powerful: Make our mission your passion.