Mortgage Svcg Response Spec I

Monitor RightNow eMessage system while maintaining a strict 24-hour turnaround time; conduct independent research in multiple business areas
Compose correspondence to member inquiries, ranging from to basic to complex, regarding the servicing of mortgages
Analyze, research and compose responses to Qualified Written Requests, Servicing File and Regulation X: Notice
of Error or Information Request letters within required timeframe set forth by RESPA/CFPB regulations and guidelines
Collaborate with Compliance, Collateral Risk, Mortgage Default and/or Office of General Counsel as appropriate
Ensure responses to members are factually and grammatically accurate, concise, thorough and in accordance with Navy Federal style while adhering to RESPA/CFPB
Research, review and coordinate escalated concerns from members, regulators, attorneys or governing bodies
Manage the Concerns Database, ensuring timely response from business units to formulate the appropriate
response to the inquiry/request to maintain compliance with regulated deadlines - Basic
Formulate and present proposed resolution and response to management
Manage Correspondence Quality Assurance Review (CQAR) Database for the implementation or revision of new or existing letters for use by Mortgage Servicing
Coordinate with Corporate Correspondence, Compliance, management and Mortgage and Equity Servicing Support
Location: HQ (Vienna, VA)
Shift (Time): 8:00am - 4:30pm
Overtime: OT will be available based on business needs with prior approval
Campus Reporting Type: Hybrid with the expectation to report on campus a minimum of three days per week