Collections & Member Support Specialist

Navy Federal Credit Union; Pensacola (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

Navy Federal Credit Union in Pensacola, FL is seeking an Administrative Support Specialist to assist the Collections Division. You will handle inbound member calls, route inquiries to the right department, and manage correspondence using established templates, while upholding confidentiality and policy requirements.

You will also prepare ledger entries, monitor reports, and support system access requests and process improvements.

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.
• Maintaining confidentiality and handling sensitive information.

Responsibilities

• Answer inbound calls for the Collections Division and transfer them to the correct department in a timely manner with a first-in-class member experience.
• Monitor, sort, and distribute incoming correspondence to the appropriate department.
• Create, review and approve outgoing letter correspondence using templates and oversee third-party batch letter releases.
• Identify, investigate, and resolve debit payment exceptions ensuring accuracy and compliance.
• Prepare general ledger entries.
• Monitor, review, and complete system access requests for employee role changes.
• Ensure proper processing of personnel movements in HR systems and collections workflows.
• Complete consumer loan extension requests for eligibility and compliance.
• Monitor and update various reports and procedures; participate in process improvements.

Skills

Administrative support

Clerical skills

Organizational skills

Communication skills

Attention to detail

Multitasking

Confidentiality

Team collaboration

Tools

My HR System

Collections Request Manager

Excel

Word processing

Job description

Navy Federal Credit Union in Pensacola, FL is seeking an Administrative Support Specialist to assist the Collections Division. You will handle inbound member calls, route inquiries to the right department, and manage correspondence using established templates, while upholding confidentiality and policy requirements.

You will also prepare ledger entries, monitor reports, and support system access requests and process improvements.