Mortgage Member Services Specialist I Navy Federal Credit Union $24.00 - $30.00 / hr United States, Virginia, Vienna Sep 10, 2026 Overview To process and evaluate specialized mortgage account changes including, but not limited to, modifications, contractual adjustments such as annual or monthly rate changes. To answer mortgage related inquires and questions regarding active loans for members and internal customers. To set up and maintain records within the Mortgage Servicing Platform (MSP). Perform basic/routine tasks with basic scope. Responsibilities Set up and review the scheduled drafting system for all loans on automatic payments; implement and update automatic member payment options for mortgage and equity loans.

Prepare, submit, enact and review offers for a Streamlined Rate Reduction in partnership with the mortgage origination team. Basic/Routine

Process online communication requests to review and update member loans by Navy Federal employees.

Review data reports identifying possible discrepancies in member information and correct within MSP.

Verify accurate credit bureau reporting and reporting for equity loans with a freeze added or removed by Equity Lending in MSP system

Review discrepancies in 1098 reporting and adjust as appropriate

Review and process member requests for expedited equity loan checks. Basic/Routine

Process, review, and verify Home Affordable Modification Alternative (HARMA) modifications at the direction of the mortgage originations team

Review and maintain the drafting discount program, ensuring timely removal of the discount for members who delete or alter drafting to a non-Navy Federal account

Review, verify, and when needed correct notifications to members of pending changes to loans (i.e. ARM. interest only to principal and interest) in accordance with timely notice requirements; generate documentation, enact and review the modification of 2/2 ARM rates for the member in accordance with original loan documentation

Review accounts on Budget Easy Pay with funds in suspense and contact members to resolve, review reports of compromised automatic payment accounts and update accordingly

Generate documentation, enact, and review the conversion of equity lines of credit to fixed equity loans in accordance with the original loan documents signed by the member Basic/Routine

Process Home Equity Lines of Credit (HELOC) credit card order requests

Review errors identified by the Contact Center or Post Closing team on loans download where MSP does not match the signed documentation on file

Process loan assumptions per documentation provided by the mortgage origination team

Maintain the indices which determine the rates for ARM and equity loan variable rates

Assist the Mortgage Correspondence team by providing detailed information responding to member letters and Navy Federal Online Account Access (NFOAA) correspondence, and monitor the fax database and distribute or respond appropriately to faxes received from members.

Discuss with members the options for recasting a loan, drawing up appropriate documentation, ensuring the recast is performed correctly

Enter consumer and business loans to MSP systems that have not downloaded through existing automated processes or at the direction of Business Services.

Process collection and deferral modifications based on documentation provided by the Member Outreach area.

Partner with Mortgage Collections for the handling of loans where members have transferred title incorrectly.

NMLS certification required

Perform other duties as assigned Qualifications Ability to work independently and in a team environment

Effective in remaining diplomatic and tactful when interacting with staff, management, vendors, and members

Effective verbal and written communication skills

Basic skills in performing mathematical calculations and working accurately with numbers

Basic skills in researching, analyzing, and problem solving

Basic skills in interpreting and applying instructions

Effective skills in word processing and spreadsheet software

Basic skills in exercising initiative and using good judgment to make sound decisions

Effective skills in organizing, planning, and time management to produce desired results and achieve goals and objectives

Effective skill maintaining accuracy with attention to detail and meeting deadlines

Effective skill examining and interpreting information quickly and accurately Desired Qualifications Familiarity with Navy Federal mortgage products, services, programs, policies and procedures

Familiarity with mortgage lending requirements, regulations, and procedures and mortgage servicing policies and practices

Familiarity with mortgage & equity payment/payoff functions and related servicing regulations

Familiarity with Navy Federal financial and credit transaction processes and mortgage servicing system

Ability to analyze, comprehend, and explain complex mortgage loan accounts

Exposure to automated lending systems

Additional Information Hours:

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

PM EST Location:

820 Follin Lane, Vienna, VA 22180 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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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 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.