Intern - Mortgage and Equity Servicing (Year-Round)

Navy Federal Credit Union
Vienna, VA
May 15, 2018
May 21, 2018
Full Time
Basic Purpose To compose written responses to members' inquiries regarding Navy Federal Online messages (eMessages), as well as written responses to members Qualified Written Request according to RESPA guidelines, Member Service Letters and new correspondence. To provide appropriate research for Lending/Servicing Complaints.Responsibilities:1. Examines Navy Federal Online Message system and Online Communications queue to respond to Mortgage/Equity servicing inquiries and requests. * Uses existing procedures to solve routine problems of a recurring nature* Follows standard course of action; does not vary from established policies, procedures, or guidelines* Works under direct supervision* Serves as subject matter expert, and provides direction to eMessaging system users throughout the Mortgage & Equity Servicing business units* Provides timely, accurate responses which are factual, clear, concise, easily understood, responsive to concerns, and present a positive image of Navy Federal while maintaining a 24 hour response time for replies* Accesses and researches members' accounts to verify accuracy of member inquiries and to identify account(s) to which the e-message is referring; anticipates follow-up questions and responds to or requests inquiries be routed to appropriate business units* Composes and expedites basic to highly complex correspondence answers based upon research conducted and/or existing knowledge base* Conducts independent research by using resources to verify information submitted by Mortgage & Equity Servicing business units to obtain missing data regarding various member services* Routes messages and documentation to other business units to be updated and/or corrected, to ensure that responses are appropriate and completed* Updates member's accounts in multiple systems with appropriate information2. Receives, validates and composes written responses to Qualified Written Requests (QWR) whether from members or from NCUA, Better Business Bureau (BBB) or CFPB requesting research concerning mortgage service related complaints and adherence to RESPA regulations and requirements.* Logs QWR in LPS system, creates and sends 20 day Acknowledgement letter to borrower; calls borrower to inform them receipt of request* Enters request data into tracking system, monitors for RESPA required turn times* Requests data bullet points from appropriate section, approved by the Manager/Assistant Manager of section* Monitors turn time of research to be returned in 3 days, if not, escalates to section Manager/Assistant Manager* Follows up with responding business unit regarding member inquiry to ensure that the member's issues have been resolved prior to drafting and sending the response to member* Formulates responses based on nature of inquiry, result of research, and information received from responding business unit that is factual, clear, concise, easily understood, responsive to concerns and grammatically correct * Reviews member's records, documentation routed with member correspondence and internal communications to verify member correspondence has been thoroughly answered, and any documentation needed by Navy Federal has been requested from the member3. Researches Member Service Letters that require additional information or action. Validates, composes written response and preps for imaging.* Reviews incoming correspondence from members to determine the nature of the inquiry and type of information requested* Following the format of the QWR process, logs, enters into tracking system, requests information from appropriate business units or draws from own knowledge to create the response letter with concise, clear, grammatically correct, easy to understand information for the member* Evaluates information provided by responding business units and makes changes to ensure compliance with Navy Federal policies and procedures* Follows up with responding business unit regarding member inquiry to ensure that the member's issues have been resolved prior to drafting and sending the response to member* Verifies accuracy of account/service actions and that the appropriate notifications were sent.* Identifies errors/discrepancies and takes corrective action and/or forwards to cognizant area for correction4. Composes letters written to our executive team from members, and/or researches complaints from the BBB, NCUA or CFPB concerning any loan servicing aspect of a loan. * Enters the Complaint data into tracking system and monitors the process to ensure adherence to a strict two-day turnaround time, following the format of the QWR process* Assesses and researches data for response for the complaint and collects information from the appropriate Mortgage & Equity Servicing business unit* Ensures responses are logical and consistent, that member's concerns are fully addressed, that the information presented is accurate and easily understood, and that the finished work meets quality standards and complies with Navy Federal Policies & Procedures* Organizes data into a consistent bullet-point memorandum format and forwards to the managerial level for review and approval.* Remains cognizant of Memorandum's status at all times to ensure the strict turnaround time5. Performs other related duties as assigned, or appropriate.Qualifications:Must be currently enrolled in a degree seeking program.* Administrative experience that demonstrates effective customer service skills* Basic oral, written and telephone communication skills* Problem solving skills with attention to detail and accuracy* Basic arithmetic skills* Demonstrated ability to interpret and apply regulations, instructions and procedures* Computer skills including basic knowledge of word processingHours:20-25 a week, flexibility with school schedule Equal Employment Opportunity Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability