Member Financial Solutions Support Assistant

Navy Federal Credit Union; Winchester (VA); On-site; USD 35,000 - 52,000; Full time

Benefits offered by this job

Health benefits

Job summary

Navy Federal Credit Union in Winchester, VA seeks an administrative professional to support the Collections Division, handle member inquiries, and coordinate correspondence. The role involves ledger entries, system access tasks, and ensuring compliance with policies and security standards.

You will work under supervision, handling multi-channel communications and supporting process improvements through collaboration with internal partners.

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.
• Effective skill following, interpreting, and applying guidelines, procedures, practices, and regulations.
• Effective skill communicating with all levels within an organization.
• Effective skill maintaining accuracy with attention to detail and meeting deadlines.
• Effective skill interacting tactfully and effectively in difficult situations.
• Effective interpersonal, verbal, and written communication skills.
• Ability to multi-task.
• Ability to maintain confidentiality.
• Ability to work independently and in a team environment.

Responsibilities

• Answer in-bound calls for the Collections Division and transfer them to the correct department in a timely manner while providing first-in-class member experience.
• Monitor, sort, and distribute incoming correspondence received through various channels to the appropriate department.
• Create, review and approve outgoing letter correspondence leveraging established templates and guidelines and oversee third-party batch letter releases.
• Identify, investigate, and resolve debit payment exceptions ensuring accuracy, timeliness, and compliance with established policies and documentation requirements.
• Research and correct payments rejected by the Remittance Department.
• Prepare general ledger entries.
• Monitor, review, and complete system access requests for employee role changes, including new hires, promotions, separations, etc.
• Ensure all personnel position moves are correctly processed in My HR System and documented in the Collections Request Manager Systems through monthly systems audits
• Complete consumer loan extension requests, ensuring eligibility, accuracy, timeliness and compliance with internal and external policies regulations.
• Monitor and resolve member assistance exceptions.
• Monitor and update various reports.
• Review and update procedures as required.
• Participate in projects including process improvement and systems updates or implementation
• Perform research, data gathering and basic analysis.
• Mentor and train team members, providing guidance and assistance as needed.
• Act as a liaison between Collections divisions in support of operational efficiency and effectiveness.
• Ensure compliance with established policies and procedures regarding handling of confidential financial and member information and documents, and physical security.
• Perform other duties as assigned.

Job description

Overview

To provide a variety of administrative duties in support of the Collections Division. To evaluate, research, and resolve inquiries from members and internal partners. Assist members, internal partners, and external third parties via inbound calls, directing them to the appropriate department. Operates under supervision and through established policies and procedures.

Responsibilities

• Answer in-bound calls for the Collections Division and transfer them to the correct department in a timely manner while providing first-in-class member experience.

• Monitor, sort, and distribute incoming correspondence received through various channels to the appropriate department.

• Create, review and approve outgoing letter correspondence leveraging established templates and guidelines and oversee third-party batch letter releases.

• Identify, investigate, and resolve debit payment exceptions ensuring accuracy, timeliness, and compliance with established policies and documentation requirements.

• Research and correct payments rejected by the Remittance Department.

• Prepare general ledger entries.

• Monitor, review, and complete system access requests for employee role changes, including new hires, promotions, separations, etc.

• Ensure all personnel position moves are correctly processed in My HR System and documented in the Collections Request Manager Systems through monthly systems audits

• Complete consumer loan extension requests, ensuring eligibility, accuracy, timeliness and compliance with internal and external policies regulations.

• Monitor and resolve member assistance exceptions.

• Monitor and update various reports.

• Review and update procedures as required.

• Participate in projects including process improvement and systems updates or implementation

• Perform research, data gathering and basic analysis.

• Mentor and train team members, providing guidance and assistance as needed.

• Act as a liaison between Collections divisions in support of operational efficiency and effectiveness.

• Ensure compliance with established policies and procedures regarding handling of confidential financial and member information and documents, and physical security.

• Perform other duties as assigned.

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.

• Effective skill following, interpreting, and applying guidelines, procedures, practices, and regulations.

• Effective skill communicating with all levels within an organization.

• Effective skill maintaining accuracy with attention to detail and meeting deadlines.

• Effective skill interacting tactfully and effectively in difficult situations.

• Effective interpersonal, verbal, and written communication skills.

• Ability to multi-task.

• Ability to maintain confidentiality.

• Ability to work independently and in a team environment.

Additional Information

Hours

• Monday - Friday, 9:00AM - 5:30PM

Location

• 5510 Heritage Oaks Drive, Pensacola, FL 32526

• 141 Security Drive, Winchester, VA 22602

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.* FORTUNE 100 Best Companies to Work For 2026* Yello and WayUp Top 100 Internship Programs 2025* Computerworld Best Places to Work in IT 2026* Most Loved Workplace - America's Top Most Loved Workplaces 2025* 2025 PEOPLE Companies That Care* Newsweek Most Trustworthy Companies in America 2026* Military Times 2025 Best for Vets Employers* Forbes 2026 America's Best Large Employers* Forbes 2025 America's Best Employers for New Grads* Forbes 2025 America's Best Employers for Tech Workers* 2025 RippleMatch Campus Forward Award Winner for Overall Excellence* Military.com Top Military Spouse Employers 2025* 2026 Handshake Early Talent Award* Newsweek America's Greatest Workplaces for Culture, Belonging and Community 2026From Fortune Magazine. 2026 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune 100 Best Companies to Work For are registered trademarks of Fortune Media IP Limited and are used under license. Fortune Magazine, Fortune Media (USA) Corporation, and its affiliates 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 [e-mail] or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.

Bank Secrecy Act

Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.