Overview
To receive and/or review escalated, highly complex, sensitive, and/or urgent inquiries related to member accounts, General Ledger accounts, or Navy Federal systems, policies and procedures. To research, resolve, and respond to highly complex branch and member impacting escalated situations, account errors, and system issues; regarded as a subject matter expert. To assist with comprehensive testing and implementation of enhancements to existing software, and of new systems. To guide, train and mentor lower level team members. Note: there are a limited number of positions at Level III to be determined by business need. Oversee/direct and assist in leading the most complex/unusual tasks of broad latitude; perform high-level monitoring and communication as directed, as appropriate.
Responsibilities
- Analyze, research and resolve problems and discrepancies related to member accounts/loans
- Ensure software/systems meet regulatory and procedural requirements
- Develop and recommend enhancements to improve operational processes and procedures
- Identify and detect errors/omissions and operational issues; resolve or make recommendations/arrange for the resolution; monitor results for long term viability
- Involved in cross-organizational task groups concerning new automated systems, products, services, processes and procedures
- Perform research for process improvements
- Analyze adherence to departmental standards
- Recommend corrective action when discrepancies occur
- Resolve issues relating to General Ledger accounts and/or Navy Federal systems
- Serve as mentor/trainer and provide guidance and assistance to team members
- Serve as subject matter expert regarding business functions, systems, policies and/or procedures
- Test and implement software and/or processes
- Work with other business units to resolve systems and equipment issues
- Exercise good judgement and perform higher level functions, as appropriate
- Perform other duties as assigned
Qualifications
- Ability to work independently and in a team environment
- Significant experience in training and developing staff
- Expert knowledge of branch systems and processes
- Expert research, analytical, and problem solving skills
- Expert skill applying research and interpretation of findings to respond to requests for information
- Expert skill exercising initiative and using good judgment to make sound decisions
- Expert skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations
- Expert skill navigating multiple screens and PC applications and adapting to new technologies
- Expert verbal and written communication skills
- Expert organizational, planning and time management skills
Desired Qualifications
- Bachelor's Degree in Accounting and Business Administration or other related field, or the equivalent combination of training, education, and experience
- Expert knowledge of Navy Federal products, services, programs, policies and procedures
- Expert knowledge of accounting, credit, and/or lending principles and techniques
Hours: Monday - Friday, 8:00AM - 4:30PM
Location: 820 Follin Lane, Vienna, VA 2218
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.
