Personal Finance Specialist I/II

Navy Federal Credit Union • Pensacola, FL

117d

About The Position

To provide consultative financial counseling and debt management services for the membership to mitigate financial loss to Navy Federal Credit Union. Work on assignments that are moderately complex in nature requiring judgement in resolving issues and making recommendations. Mentor and train Personal Finance Specialist/Support Assistants. Work independently.

Requirements

• Significant experience in the financial services industry, preferably operations and/or administrative support.
• Significant experience in financial transaction/processing.
• Significant experience in working in a high call volume, fast paced environment, preferably in a large financial institution.
• Advanced knowledge of financial budgeting, credit, and/or collection practices.
• Advanced knowledge of applicable federal and state laws, rules and regulations.
• Experience in financial counseling, negotiating, and explaining decisions to members/customers.
• Significant experience in working with all levels of staff, management, stakeholders, vendors.
• Ability to work independently and in a team environment.
• Ability to maintain confidentiality.
• Advanced member/customer service skills.
• Advanced skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations.
• Advanced skill interacting tactfully and effectively in difficult situations.
• Advanced research, analytical, and problem solving skills.
• Advanced skill exercising initiative and using good judgment to make sound decisions.
• Advanced skill assimilating information, analyzing facts, and developing logical conclusions.
• Advanced skill building effective relationships through rapport, trust, diplomacy and tact.
• Advanced skill producing desired results and achieving goals and objectives.
• Advanced skill performing mathematical calculations with a high degree of accuracy.
• Advanced database, word processing, and spreadsheet software skills.
• Advanced skill navigating multiple screens and PC applications.
• Expert verbal and written communication skills.
• Advanced organizational, planning and time management skills.
• Advanced skill conducting interviews.

Nice To Haves

• Advanced knowledge of NFCU products, services, programs, policies, and procedures.
• Advanced knowledge of NFCU's functions, philosophy, operations and organizational objectives.
• Current Collections experience only.

Responsibilities

• Provide financial counseling and administer debt management services for members.
• Interview members to assess their financial situation and determine the appropriate level of counseling required (e.g. productive, preventive, or remedial).
• Provide budgetary counseling and assist with developing personal budgets for members; determine member's qualifications for Personal Finance Management assistance programs.
• Actively listen to member's unique financial situations; ensure interactions are not perceived as cross-selling opportunities or preferential treatment.
• Analyze member debts to Navy Federal Credit Union and other creditors.
• Independently restructure credit terms and conditions for debt repayment; calculate payment offers and employ advanced negotiation tactics.
• Recommend loan and/or credit card extensions, reduced interest rates, payment changes and refinances; submit to management for approval.
• Counsel members through difficult decisions, including bankruptcy filings, by recommending alternative solutions.
• Review data in system; research missing payments, process payment reversals and submit closure for revolving lines of credit.
• Initiate and/or respond to members, vendors, and other financial institutions via various communication channels.
• Ensure compliance with internal and external documentation and disclosure requirements.
• Ensure member contact information is up to date; maintain detailed, chronological records on each member interaction, including actions taken.
• Conduct personal finance management and budgeting class/workshop presentations.
• Stay abreast of and ensure compliance with applicable federal and state laws, rules, and regulations to include Regulation B and Regulation Z Truth in Lending criteria, UDAAP, and FDCPA guidelines.
• Participate in continuing education training pertaining to financial literacy and education.
• Perform other duties as assigned.

Benefits

• Flexible working hours.
• Opportunity for professional development.
• Supportive work environment.

What This Job Offers

• Industry: Credit Intermediation and Related Activities