About the role
Overview
To provide a variety of administrative duties in support of the Collections Division. To evaluate, research, and resolve inquiries from members and internal partners. Assist members, internal partners, and external third parties via inbound calls, directing them to the appropriate department. Operates under supervision and through established policies and procedures.
Responsibilities
Answer in-bound calls for the Collections Division and transfer them to the correct department in a timely manner while providing first-in-class member experience.
Monitor, sort, and distribute incoming correspondence received through various channels to the appropriate department.
Create, review and approve outgoing letter correspondence leveraging established templates and guidelines and oversee third-party batch letter releases.
Identify, investigate, and resolve debit payment exceptions ensuring accuracy, timeliness, and compliance with established policies and documentation requirements.
Research and correct payments rejected by the Remittance Department.
Prepare general ledger entries.
Monitor, review, and complete system access requests for employee role changes, including new hires, promotions, separations, etc.
Ensure all personnel position moves are correctly processed in My HR System and documented in the Collections Request Manager Systems through monthly systems audits
Complete consumer loan extension requests, ensuring eligibility, accuracy, timeliness and compliance with internal and external policies regulations.
Monitor and resolve member assistance exceptions.
Monitor and update various reports.
Review and update procedures as required.
Participate in projects including process improvement and systems updates or implementation
Perform research, data gathering and basic analysis.
Mentor and train team members, providing guidance and assistance as needed.
Act as a liaison between Collections divisions in support of operational efficiency and effectiveness.
Ensure compliance with established policies and procedures regarding handling of confidential financial and member information and documents, and physical security.
Perform other duties as assigned.
Qualifications
Experience in performing administrative support functions.
Effective clerical, technical, or administrative skills.
Effective organizational, planning, and time management skills.
Effective skill presenting findings, conclusions, alternatives, and information clearly and concisely.
Effective skill exercising initiative and using good judgement to make sound decisions.
Effective skill reviewing documents for errors, inconsistencies, or missing information.
Effective database, word processing, spreadsheet, and presentation software skills.
Effective skill applying research and interpretation of findings to respond to requests.
Basic research, analytical, and problem-solving skills.
Effective skill following, interpreting, and applying guidelines, procedures, practices, and regulations.
Effective skill communicating with all levels within an organization.
Effective skill maintaining accuracy with attention to detail and meeting deadlines.
Effective skill interacting tactfully and effectively in difficult situations.
Effective interpersonal, verbal, and written communication skills.
Ability to multi-task.
Ability to maintain confidentiality.
Ability to work independently and in a team environment.
Additional Information
Hours
Monday - Friday, 9:00AM - 5:30PM
Location
5510 Heritage Oaks Drive, Pensacola, FL 32526
141 Security Drive, Winchester, VA 22602
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 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.