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Job description
Overview
To research, process, and resolve Certificate, Individual Retirement Arrangement (IRA), Education Savings (ESA), Payable on Death (POD) and Trust exceptions, errors, returned and fraudulent checks, money movement, and regulatory account activity. Respond to escalated members inquiries from Contact Center, Branch, and Survivor Support personnel. Identify suspicious or fraudulent activity, place holds, and report/provide necessary documentation to Security for review. Serve as subject matter expert regarding business functions, systems, policies, and procedures. Maintain advanced knowledge of legal, financial, and regulatory requirements related to Certificate, Individual Retirement Arrangement (IRA), Education Savings (ESA), Payable on Death (POD) and Trust products and services. Assist Member Service Representatives to resolve more complex issues. Guide lower-level staff and help resolve more complex issues. Work under minimal supervision.
Responsibilities
Maintain & apply the laws and regulations of certificate, IRA, ESA, POD , Trust, Estate planning and settlement, and probate knowledge of processes, procedures, systems, and regulations of the Internal Revenue Service Code and National Credit Union Association Administration (NCUA) along with Navy Federal policies and procedures
Maintain a thorough knowledge of Navy Federal products and services for cross-promotional purposes and to counsel next of kin on actions taken to settle accounts
Analyze, research, and resolve advanced certificate, IRA, ESA, POD, & Trust issues
Identify & report compliance issues dealing with certificate, IRA, ESA, POD, & Trust accounts
Research and analyze members' and/or business unit inquiries for related transactions, circumstances, and actions surrounding the case and determine corrective action to resolve balancing the general ledger
Adjust and explain complex tax information on certificate, IRA, ESA, POD, & Trust accounts
Advise members of the benefits of a legal trust account versus a beneficiary account and calculates NCUA share insurance
Determine eligibility, establish, and maintain revocable and irrevocable legal trust, Trustee, and POD accounts in accordance with NCUA regulations and Navy Federal policies
Counsel Contact Center Account Specialists, BOTAD, and Branch employees on the proper application(s) and documentation required to process a Deposit Trust, Trustee, or Payable on Death account requests
Counsel members and Navy Federal staff regarding regulatory compliance of minimum distributions, NCUA insurance coverage, rollovers and direct rollovers/transfers
Counsel members on successor trustee procedures based on death or incapacitation of current trustee(s)
Read and interpret legal trust agreements to determine the current trustee(s) and authorized Power of Attorney transactions
Review trust account closure requests and initiate bank wires and checks to close legal trust accounts; ensure requestor is the legally appointed trustee
Verify the individual(s) legally appointed as trustee, co-trustee, or successor trustee and the documentation required to accept the appointed position; requests and verifies required documentation
Identify suspicious or fraudulent activity and place holds and/or provide necessary documentation for review
Monitor numerous reports and automations to ensure accurate completion of processes in compliance with current and changing regulations
Monitor various databases and web portals to ensure responses are completed and processes are followed in compliance with regulation
Perform first level review of transactions, follow due diligence steps regarding regulations and fraud, and escalate as appropriate
Initiate and/or respond to communications with members, business units, and other financial institutions
Provide guidance and assists Branch Operations and Contact Center MSRs to help resolve complex member account issues
Identifies & participates in driving continuous process improvement to increase member experience quality; reduce losses; minimize financial risk and maintain high operational efficiency
Ability to make decisions and recommendations within moderate authorized monetary limits
Guide lower-level team members
Perform other duties as assigned
Qualifications
Progressive experience working in a high volume, fast paced environment
Advanced organizational, planning, problem solving, analytical, mathematical and time management skills
Advanced active listening and verbal/written communication skills to respond tactfully to difficult, member and colleague issues
Advanced skill navigating multiple screens and PC applications and adapting to modern technologies
Demonstrated experience in leading, guiding and mentoring others
Demonstrated experience in handling multiple tasks simultaneously with a high degree of accuracy
Demonstrated experience in progressively responsible member/customer service or administrative position
Demonstrated experience to working with all levels of staff, management, stakeholders, vendors
Demonstrated ability to understand, apply, and communicate complex regulations, instructions, and procedures
Demonstrated ability to work independently and exercise good judgment, logic, integrity, and initiative
Demonstrated experience accounting, research, or auditing techniques and methods in a financial institution
Demonstrated experience of accounting, auditing, or trust agreement language in a multi-tasked, time sensitive office environment
Effective interpersonal, verbal, and written communication skills including the ability to counsel members and employees about complex trust language, procedures, and laws
Effective skill building effective relationships through rapport, trust, diplomacy and tact
Advanced Degree in Finance, Accounting or a related field, or the equivalent combination of education, training, and experience that demonstrates an understanding of financial accounting and/or business practices
Advanced knowledge of Navy Federal's products, services, policies, procedures, philosophy, and strategic objectives
Working knowledge of Certificate, IRA, ESA, POD, and Trust products, processes, procedures, account structure, and financial posting procedures
Working knowledge with the Savings & Time (ST) System and UAD
Additional Information
Hours:
Monday - Friday, 8:00AM - 4:30PM
Location:
5510 Heritage Oaks Drive, Pensacola, FL 32526
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 2026 From 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 or by calling . This team cannot provide any information on job postings or application status. 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. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site. Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process. Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.