Member Service Representative II - Mortgage Loan Originator, Contact Center Operations (Mortgage Lending)

Location: Hybrid role in Winchester, Virginia, United States; multiple shifts start at 11:00 AM EST or later.

Salary: $20.82–$24.19 hourly

Company

hirify.global provides financial products and services to its members through contact center and banking operations.

What you will do

• Provide mortgage information covering products, services, policies, rates, applications, and processing status.
• Review mortgage loan applications for viability, including debt-to-income ratios and compensating factors, and verify compliance with federal and Navy Federal guidelines.
• Process mortgage, equity loan, and other account transactions, including automatic member payment options and authorized fee adjustments.
• Handle member service through phone, email, chat, or other available channels in a high-volume contact center.
• Protect and verify caller identities, review account alerts, and respond to potential fraud or abuse.
• Research and resolve account and loan discrepancies, provide first-call resolution, and identify relevant cross-service opportunities.

Requirements

• Registration with the Nationwide Mortgage Licensing System and Registry is required before assuming employment duties, including fingerprinting and background checks.
• Experience in member or customer service, preferably in a contact center, retail banking, or financial institution.
• Ability to manage multiple priorities, maintain composure in a high-production environment, and work independently or within a team.
• Strong skills in navigating multiple screens and PC applications, adapting to new technologies, performing basic calculations, and working accurately with numbers.
• Effective active listening, written and verbal communication, judgment, organization, time management, and problem-solving skills.
• Ability to build rapport and handle difficult member interactions tactfully.

Nice to have

• Mortgage lending industry or high-volume contact center experience.
• Knowledge of accounting, credit, lending principles, consumer banking products, and applicable NCUA and federal regulations.
• Familiarity with Navy Federal mortgage products, contact center procedures, and policies.
• Experience in sales, cross-selling, or up-selling.

Culture & Benefits

• Structured, schedule-driven contact center operation with 24/7 coverage.
• Competitive pay and benefits are offered as part of the employment package.
• Work is performed in a hybrid arrangement in Winchester, Virginia.
• The organization emphasizes an engaged and service-oriented workplace.