• Delinquency Control Counselor III

    Navy Federal Credit Union (Vienna, VA)


    Overview

     

    To control/collect on past due Consumer Loan and Credit Card accounts for all stages of delinquency, in accordance with all government and Navy Federal rules and regulations. Provide member financial counseling and mitigate loss for Navy Federal. Collect on 31-60 days delinquent accounts. Work independently on progressively more complex default accounts. Work with members to present recommendations for complex Consumer/Credit Card collection solutions. Process settlements, repossessions and/or negotiate loss mitigation offers to mitigate loss/risk. May provide advice/guidance to Delinquency Control Counselor I/II. Work with minimal supervision.

    Responsibilities

    + Contact delinquent members in an attempt to cure delinquency utilizing all payment options and loss mitigation tools offered by Navy Federal

    + Obtain detailed financial information from delinquent members and analyze information gathered to determine optimal solutions for curing delinquency

    + Notate in Collection systems members' arrangements, reason(s) for delinquency, and any offered charge-off alternatives offered to members

    + Maintain working knowledge of the federal and state consumer protection laws (Unfair, Deceptive, or Abusive Acts or Practices; Fair Debt Collection Practices Act; Fair Credit Reporting Act; Servicemembers Civil Relief Act; etc.)

    + Perform manager share transfers for amounts up to authorized limits

    + Offer short/long term solutions including repayment plans, promises-to-pay, loan modifications, refinances, personal finance management, and deferral programs

    + Explain and communicate relinquishing options such as settlements

    + Provide guidance and coaching to less experienced staff

    + Maintain awareness of changes in regulatory requirements and practices

    + Ensure required notifications, including collection emails, letters, and any applicable state/regulatory letters, are sent timely to members

    + Provide required reporting to supervisors, as well as specialized reports to Navy Federal management (including daily in-house, activity trends, and payment tracking)

    + Use online tools and contact appropriate parties

    + Perform other related duties as assigned or appropriate

    Qualifications

    + Significant experience in collecting and negotiating on delinquent Consumer/Credit Card accounts

    + Advanced knowledge of Consumer/Credit Card collection servicing accounts

    + Working knowledge of bankruptcy, settlements, default reporting, repossession, loss mitigation and charge-off

    + Advanced knowledge of federal and state consumer protection laws (Unfair, Deceptive, or Abusive Acts or Practices; Fair Debt Collection Practices Act; Fair Credit Reporting Act; Servicemembers Civil Relief Act; etc.)

    + Effective skill to work independently on progressively more complex Consumer/Credit Card default accounts

    + Effective skill in researching accounts, public records, internet, and other resources to identify means of contacting delinquent members

    + Advanced planning, organizational, and time management skills

    + Advanced research, analytical, and problem solving skills

    + Effective verbal and written communication skills

    + Effective skill exercising initiative and using good judgment to make sound decisions

    + Advanced skill following, interpreting, and applying relevant data/instructions to guidelines, procedures, practices and regulations

    + Advanced skill navigating multiple screens and PC applications and adapting to new technologies

    Desired Qualifications

    + Working knowledge of Navy Federal processes and different types of transactions

     

    Hours: TBD

    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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    From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited 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 race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected Veteran.

     

    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

     

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

    REQNUMBER: 26246