Mortgage Collection Counselor II

Overview To control/collect on past due early stage mortgage and equity accounts (1 - 30 days) in delinquency, in accordance with all government, investor, VA/FHA, and Navy Federal rules and regulations. Provide member financial counseling and mitigate loss for Navy Federal. Work under moderate supervision. Perform moderately complex/varied tasks with moderate latitude. Responsibilities + Control past due mortgage and equity delinquencies by regularly reviewing member account data, contacting member, and reviewing or documenting the financial situation, to ensure data is accurate, up-to-date and in compliance with government and Navy Federal guidelines + Ensure required notifications, including collection emails, letters and any applicable state/regulatory letters are sent to members + Maintain systematic, consistent and reliable notes and contact history information on each member interaction and actions taken on accounts + Record, track and report member concerns to management + Notate member arrangements in Collection system, reason(s) for delinquency, and any foreclosure alternatives offered to member + Track and update action items in database(s) + Collect, prepare and maintain data for analysis, reports and reference + Perform manager share transfers (MST) for amounts up to authorized limits + Obtain detailed financial information from delinquent members and offer solutions and alternatives to bankruptcy/charge-off + Contact and counsel delinquent members in an attempt to cure delinquency utilizing all payment options and loss mitigation tools offered by Navy Federal + Perform other related duties as assigned + Analyze, research and resolve problems and discrepancies related to member accounts/loans + Ensure required notifications, including breach and collection letters, and any applicable state/regulatory/investor letters are sent to members + Initiate and ensure corrective action to member accounts and/or documentation to ensure complete and accurate documentation + Respond to inquiries; offer solutions to members, other business units and external organizations + Communicate external loss mitigation options, including, but not limited to: Making Home Affordable Program such as HARP + Offer short term property retention solutions including repayment plans, promises-to-pay, forbearance, modifications and deferral programs + Explain and communicate relinquishing property options such as short sales, deeds-in-lieu, and foreclosure Qualifications + Experience in performing clerical or administrative duties/responsibilities + Experience in member/customer service preferably in a call center, retail banking or financial institution + Working knowledge of state and federal laws affecting the collection of delinquent mortgage and equity loans; real estate, bankruptcy and foreclosure + Experience in resolving complex mortgage collection issues and inquiries + Working knowledge of NFCU, Fannie Mae, VA and Freddie Mac and MI guidelines to determine eligibility for mortgage collection + Advanced knowledge of Fair Debt collection Practices Act, Fair Credit Reporting Act and related federal and state consumer protection rules and regulations + Working knowledge of accounting, credit, and/or lending principles and techniques + Exposure to leading, guiding and mentoring others + Experience in working with complex specialized accounts/default data as it relates to collections/bankruptcy regulations and practices + Ability to work independently and in a team environment + Effective clerical, technical or administrative skills + Advanced skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations + Effective research, analytical, and problem solving skills + Effective verbal and written communication skills + Effective database and presentation software skills + Effective skill exercising initiative and using good judgment to make sound decisions Desired Qualifications + Working knowledge of Navy Federal mortgage products, services, programs, policies and procedures Hours: Monday - Friday, 11:30AM - 8:00PM CST with rotating Saturdays, 7:00AM -11:00AM CST Location: 5510 Heritage Oaks Drive, Pensacola, FL 32526 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. u2022 Fortune 100 Best Companies to Work For 2025 u2022 Yello and WayUp Top 100 Internship Programs u2022 Computerworldu00ae Best Places to Work in IT u2022 Newsweek Most Loved Workplaces u2022 2025 PEOPLEu00ae Companies That Care u2022 Newsweek Most Trustworthy Companies in America u2022 Military Times 2025 Best for Vets Employers u2022 Best Companies for Latinos to Work for 2025 u2022 Forbesu00ae 2025 America's Best Large Employers u2022 Forbesu00ae 2025 America's Best Employers for New Grads u2022 Forbesu00ae 2025 America's Best Employers for Tech Workers u2022 2025 RippleMatch Campus Forward Award Winner for Overall Excellence u2022 Top Military Spouse Employers 2025 u2022 2025 Handshake Early Talent Award From Fortune. u00a92025 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. 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 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 teamu2019s 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, 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. REQNUMBER: 29018

Created: 2026-03-12