REL Mentor III-Mortgage Sales Trainer

at  Navy Federal Credit Union

Overview
To provide individualized and group mentoring to Real Estate Lending employees sharing best practices, lessons learned, and soft skills experiences with an emphasis on providing exceptional member service. To serve as primary mentor, providing support, coaching, and mentoring to all employees within Real Estate Lending department. To support Field team members in responding to inquiries and requests from members and other individuals about Navy Federal mortgage products and services. To lead and guide Loan Officers, providing advanced support. For most business units with member-facing roles, may be called on to work alongside trainees during periods of high volume and therefore must maintain SME knowledge/expertise.

Responsibilities

• Align with REL Strategy to support and contribute to achieving REL OKRs
• Represent Navy Federal with a positive and professional demeanor while contributing to a performance-based, sharing, team-oriented workplace
• Act as a Change Champion for all projects and initiatives within the business unit and/or across the organization
• Collaborate with Mentor II to develop and enhance training content and technique to ensure that learning objectives meet training requirements from conception through production stages by planning, coordinating, managing & delivering (technical, soft skill, skill builder and/or member service) training programs; to also include ad hoc training
• Collaborate with Mentor II to implement and manage effective mentorship plan for team members; conduct visits and virtual check-ins to gauge progress. Mentor employees on the concepts, products, policies, procedures and equipment used in the position
• Serve as subject matter expert regarding business functions, systems, policies and/or procedures
• Leverage reporting to identify and evaluate specific skill set gaps
• Conduct Verint call reviews to ensure quality, call finesse, member engagement techniques, accuracy of communication; ensure team member has knowledge and skills in conflict resolution techniques
• Involved in driving continuous process improvement to enhance quality of work for all related parties; maintain high operational efficiency, including quality of training materials
• Collaborate with Mentor II to evaluate and provide individualized feedback to team members
• Direct up-to-date information sharing between Field Mentors, Supervisors, and their teams; guide through loan program changes, automated system changes, underwriting and documentation, etc.
• Individually or jointly lead or participate in relevant in-person and virtual upskilling sessions and other team member educational opportunities within Field Mortgage. Support team members post-training by providing side-by-side mentoring
• Demonstrate emotional intelligence to “read the room” and decide if and when to pivot presentation approach to keep the audience engaged and actively participating
• Document mentorship activities and prepare reports as needed
• Potential travel to designated Field Mortgage offices to shadow and provide support for Mentor II
• In the event of travel with Mentor II, Mentor I is responsible for reconciling Navy Federal-issued PCards; sufficiently documenting and maintaining travel expense records
• Perform other duties as assigned

Qualifications

• Advanced knowledge of Real Estate Lending services, programs, policies, procedures, and mortgage operations
• Extensive experience in member/customer service preferably in a retail banking or financial institution
• Advanced skill maintaining accuracy with attention to detail and meeting deadlines
• Advanced skill speaking and/or presenting in front of groups in a professional setting
• Advanced skill at leading, guiding and mentoring
• Advanced skill leading and guiding multi-functional teams to ensure timely and accurate outcomes
• Advanced skill capturing and translating processes and requirements into easily understood terms
• Advanced interpersonal, verbal, written communication, and active listening skills
• Advanced organizational, planning and time management skills
• Advanced skill exercising initiative and using good judgment to make sound decisions
• Advanced skill applying research and interpretation of findings to respond to requests for information
• Advanced skill applying constructive criticism, feedback and solutions to drive desired performance and achieve goals
• Ability to compile, organize and present information clearly and concisely
• Incumbent will be required, prior to the assumption of employment duties, to register with the Nationwide Mortgage Licensing System and Registry; includes fingerprinting and background checks

DESIRED QUALIFICATION(S)

• Advanced knowledge of Navy Federal’s functions, philosophy, operations, and organizational objectives
• Advanced knowledge of Navy Federal products, services, programs, policies, and procedures
  Hours: Monday - Friday, 8:30AM - 5:00PM
  Locations: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive, Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602
  About Us

You have goals, dreams, hobbies, and things you’re passionate about—what’s important to you is important to us. We’re looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family, and passions. And we’re looking for team members who are passionate about our mission—making a difference in military members’ and their families’ lives. Together, we can make it happen. Don’t take our word for it:

• Military Times 2022 Best for Vets Employers
• WayUp Top 100 Internship Programs
• Forbes® 2022 The Best Employers for New Grads
• Fortune Best Workplaces for Women
• Fortune 100 Best Companies to Work For®
• Computerworld® Best Places to Work in IT
• Ripplematch Campus Forward Award - Excellence in Early Career Hiring
• Fortune Best Place to Work for Financial and Insurance Services

Equal Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/Disability
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.

Responsibilities

• Align with REL Strategy to support and contribute to achieving REL OKRs
• Represent Navy Federal with a positive and professional demeanor while contributing to a performance-based, sharing, team-oriented workplace
• Act as a Change Champion for all projects and initiatives within the business unit and/or across the organization
• Collaborate with Mentor II to develop and enhance training content and technique to ensure that learning objectives meet training requirements from conception through production stages by planning, coordinating, managing & delivering (technical, soft skill, skill builder and/or member service) training programs; to also include ad hoc training
• Collaborate with Mentor II to implement and manage effective mentorship plan for team members; conduct visits and virtual check-ins to gauge progress. Mentor employees on the concepts, products, policies, procedures and equipment used in the position
• Serve as subject matter expert regarding business functions, systems, policies and/or procedures
• Leverage reporting to identify and evaluate specific skill set gaps
• Conduct Verint call reviews to ensure quality, call finesse, member engagement techniques, accuracy of communication; ensure team member has knowledge and skills in conflict resolution techniques
• Involved in driving continuous process improvement to enhance quality of work for all related parties; maintain high operational efficiency, including quality of training materials
• Collaborate with Mentor II to evaluate and provide individualized feedback to team members
• Direct up-to-date information sharing between Field Mentors, Supervisors, and their teams; guide through loan program changes, automated system changes, underwriting and documentation, etc.
• Individually or jointly lead or participate in relevant in-person and virtual upskilling sessions and other team member educational opportunities within Field Mortgage. Support team members post-training by providing side-by-side mentoring
• Demonstrate emotional intelligence to “read the room” and decide if and when to pivot presentation approach to keep the audience engaged and actively participating
• Document mentorship activities and prepare reports as needed
• Potential travel to designated Field Mortgage offices to shadow and provide support for Mentor II
• In the event of travel with Mentor II, Mentor I is responsible for reconciling Navy Federal-issued PCards; sufficiently documenting and maintaining travel expense records
• Perform other duties as assigne

You have goals, dreams, hobbies, and things you’re passionate about—what’s important to you is important to us. We’re looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family, and passions. And we’re looking for team members who are passionate about our mission—making a difference in military members’ and their families’ lives. Together, we can make it happen. Don’t take our word for it:

• Military Times 2022 Best for Vets Employers
• WayUp Top 100 Internship Programs
• Forbes® 2022 The Best Employers for New Grads
• Fortune Best Workplaces for Women
• Fortune 100 Best Companies to Work For®
• Computerworld® Best Places to Work in IT
• Ripplematch Campus Forward Award - Excellence in Early Career Hiring
• Fortune Best Place to Work for Financial and Insurance Service