| Location | Pensacola, FL |
The Senior Vice President, Real Estate Servicing & Specialized Operations, provides enterprise leadership for Navy Federal's end-to-end mortgage and home equity servicing portfolio and the specialized operations that protect members, the institution, and the integrity of the real estate lending business. The role is accountable for operational performance, member experience, regulatory compliance, first-line risk and controls, portfolio quality, and enterprise transformation across the life of the loan.
This executive sets the long-range strategy and operating model for Real Estate Lending (REL) Servicing & Specialized Operations; advises senior executive leadership on portfolio performance, risk, regulatory developments, and investment priorities; and partners across Legal, Risk, Compliance, Technology, Data, Finance, Internal Audit, Member Strategy, and other enterprise functions. The mandate is to deliver member-centered, digitally enabled, resilient operations that combine disciplined execution with strong governance, measurable outcomes, and a high-performing leadership bench.
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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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 medicalaccommodations@navyfederal.org or by calling 1-888-503-6013. 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.
Desired Qualifications
Additional Information
Hours:
Locations:
820 Follin Lane, Vienna, VA 22180
5510 Heritage Oaks Dr. Pensacola, FL 32526
Enterprise Strategy & Executive Leadership
Set and execute the short- and long-term strategy, operating model, priorities, policies, and performance expectations for REL Servicing & Specialized Operations in alignment with Navy Federal's mission, enterprise strategy, and member commitments.
Advise senior executive leadership on real estate servicing strategy, portfolio performance, member-impact trends, regulatory developments, risk exposure, and business-improvement opportunities.
Establish clear governance, decision rights, accountability, and operating cadence across a complex, multi-layered organization; hold leaders accountable for execution and sustainable performance.
Serve as a credible enterprise spokesperson and strategic partner, translating business complexity into clear recommendations, investment choices, and action plans.
Collaborate with executive colleagues to develop and execute enterprise initiatives and REL strategies that improve member outcomes, operational resilience, and long-term business performance.
Mortgage & Home Equity Servicing, Member Experience & Portfolio Performance
Direct end-to-end mortgage and home equity servicing operations to ensure accurate, timely, compliant, and empathetic service throughout the life of the loan.
Set service standards and key performance indicators for member experience, quality, timeliness, productivity, complaints, delinquency, cure performance, loss mitigation, and operational effectiveness.
Oversee performing and non-performing servicing activities, including account maintenance, payment and escrow processes, delinquency management, default servicing, loss mitigation, and member assistance, as applicable to the operating model.
Use member insights, complaint trends, quality findings, and portfolio analytics to identify root causes and prioritize improvements that reduce friction and strengthen trust.
Ensure servicing operations are positioned to scale efficiently while maintaining strong quality, control discipline, and a differentiated member experience.
Fraud, Quality, Legal Support & Specialized Operations
Lead enterprise-scale fraud prevention, detection, investigation support, and fraud loss recovery capabilities across Real Estate Lending; use data and analytics to identify anomalies, emerging schemes, and control vulnerabilities.
Provide executive oversight of Quality Services, quality assurance, monitoring, and issue-management programs; ensure findings translate into sustainable corrective action and measurable risk reduction.
Oversee legal-related reviews involving powers of attorney, living trusts, title matters, OFAC and exclusionary-list requirements, and other complex real estate lending documentation.
Direct legal and litigation response support for title claims and other real estate lending matters, including discovery, documentation, and deposition-witness coordination.
Maintain a high-trust operating partnership with Legal and serve as the primary business point of contact for complex originations, servicing, fraud, title, and litigation matters.
Risk, Controls, Compliance & Regulatory Readiness
Ensure compliance with all applicable federal and state laws, regulations, investor or agency requirements, NCUA and CFPB guidance, and Navy Federal policies governing mortgage and home equity servicing.
Lead the design, operation, monitoring, testing, and continuous improvement of first-line controls in partnership with Risk, Compliance, Legal, Internal Audit, and other control functions.
Maintain continuous exam and audit readiness; oversee timely, durable remediation of regulatory, audit, quality, and control findings.
Ensure disciplined adherence to applicable requirements, including RESPA/Regulation X, TILA/Regulation Z, SCRA, ECOA, FCRA, FDCPA/Regulation F, Homeowners Protection Act, flood insurance requirements, BSA/AML, UDAAP, OFAC, privacy, fair lending, and state servicing laws.
Strengthen operational resilience through business continuity, incident response, third-party risk management, data protection, capacity planning, and service-recovery practices.
Manage key interactions with Internal Audit, external auditors, legal counsel, and NCUA and CFPB examiners.
Digital Servicing Transformation, Data, AI & Technology
Develop and execute a multi-year digital servicing transformation roadmap that modernizes platforms, streamlines workflows, expands member self-service, and improves end-to-end transparency.
Use advanced analytics, automation, artificial intelligence, and machine learning to improve operational efficiency, detect fraud and anomalies, anticipate member needs, strengthen quality, and support better decisions.
Partner with Technology, Data, Cybersecurity, Risk, Compliance, and Legal to ensure responsible adoption of AI-enabled capabilities with appropriate governance, privacy, security, fairness, explainability, and human oversight.
Establish trusted data, near-real-time performance insights, and enterprise dashboards that connect operational activity to member, risk, quality, financial, and workforce outcomes.
Drive agile change management and adoption, ensuring technology investments translate into measurable business value rather than isolated system implementation.
Operational Excellence, Financial Management & Growth
Review operational effectiveness, market and servicing trends, portfolio performance, and capacity needs; identify opportunities to improve efficiency, quality, technology, and sustainable growth.
Oversee the preparation and execution of the annual financial plan (AFP), budget, forecasts, productivity targets, vendor spend, and investment priorities for the division in partnership with Financial Planning.
Apply rigorous financial and operational discipline to evaluate return on investment, cost-to-serve, staffing capacity, service levels, and transformation benefits.
Oversee vendor and third-party performance to ensure service, quality, control, resilience, and member-experience expectations are consistently met.
Lead continuous improvement through data-driven problem solving, process redesign, simplification, and disciplined performance management.
People Leadership, Culture & Succession
Select, lead, coach, and develop a high-performing, multi-layered leadership team; build deep succession pipelines and bench strength for critical roles.
Create a culture of accountability, sound judgment, inclusion, learning, and member-centered execution; reinforce clear performance expectations and ethical decision-making.
Lead organizational transformation with transparency and empathy, helping teams adopt new operating models, technologies, skills, and ways of working.
Advance employee engagement, leadership development, knowledge transfer, workforce planning, and talent mobility across the division.
Manage performance and merit pay in accordance with established objectives, guidelines, and enterprise practices.
Other Duties
Perform other duties as assigned.
Enterprise Strategy & Executive Leadership
Set and execute the short- and long-term strategy, operating model, priorities, policies, and performance expectations for REL Servicing & Specialized Operations in alignment with Navy Federal's mission, enterprise strategy, and member commitments.
Advise senior executive leadership on real estate servicing strategy, portfolio performance, member-impact trends, regulatory developments, risk exposure, and business-improvement opportunities.
Establish clear governance, decision rights, accountability, and operating cadence across a complex, multi-layered organization; hold leaders accountable for execution and sustainable performance.
Serve as a credible enterprise spokesperson and strategic partner, translating business complexity into clear recommendations, investment choices, and action plans.
Collaborate with executive colleagues to develop and execute enterprise initiatives and REL strategies that improve member outcomes, operational resilience, and long-term business performance.
Mortgage & Home Equity Servicing, Member Experience & Portfolio Performance
Direct end-to-end mortgage and home equity servicing operations to ensure accurate, timely, compliant, and empathetic service throughout the life of the loan.
Set service standards and key performance indicators for member experience, quality, timeliness, productivity, complaints, delinquency, cure performance, loss mitigation, and operational effectiveness.
Oversee performing and non-performing servicing activities, including account maintenance, payment and escrow processes, delinquency management, default servicing, loss mitigation, and member assistance, as applicable to the operating model.
Use member insights, complaint trends, quality findings, and portfolio analytics to identify root causes and prioritize improvements that reduce friction and strengthen trust.
Ensure servicing operations are positioned to scale efficiently while maintaining strong quality, control discipline, and a differentiated member experience.
Fraud, Quality, Legal Support & Specialized Operations
Lead enterprise-scale fraud prevention, detection, investigation support, and fraud loss recovery capabilities across Real Estate Lending; use data and analytics to identify anomalies, emerging schemes, and control vulnerabilities.
Provide executive oversight of Quality Services, quality assurance, monitoring, and issue-management programs; ensure findings translate into sustainable corrective action and measurable risk reduction.
Oversee legal-related reviews involving powers of attorney, living trusts, title matters, OFAC and exclusionary-list requirements, and other complex real estate lending documentation.
Direct legal and litigation response support for title claims and other real estate lending matters, including discovery, documentation, and deposition-witness coordination.
Maintain a high-trust operating partnership with Legal and serve as the primary business point of contact for complex originations, servicing, fraud, title, and litigation matters.
Risk, Controls, Compliance & Regulatory Readiness
Ensure compliance with all applicable federal and state laws, regulations, investor or agency requirements, NCUA and CFPB guidance, and Navy Federal policies governing mortgage and home equity servicing.
Lead the design, operation, monitoring, testing, and continuous improvement of first-line controls in partnership with Risk, Compliance, Legal, Internal Audit, and other control functions.
Maintain continuous exam and audit readiness; oversee timely, durable remediation of regulatory, audit, quality, and control findings.
Ensure disciplined adherence to applicable requirements, including RESPA/Regulation X, TILA/Regulation Z, SCRA, ECOA, FCRA, FDCPA/Regulation F, Homeowners Protection Act, flood insurance requirements, BSA/AML, UDAAP, OFAC, privacy, fair lending, and state servicing laws.
Strengthen operational resilience through business continuity, incident response, third-party risk management, data protection, capacity planning, and service-recovery practices.
Manage key interactions with Internal Audit, external auditors, legal counsel, and NCUA and CFPB examiners.
Digital Servicing Transformation, Data, AI & Technology
Develop and execute a multi-year digital servicing transformation roadmap that modernizes platforms, streamlines workflows, expands member self-service, and improves end-to-end transparency.
Use advanced analytics, automation, artificial intelligence, and machine learning to improve operational efficiency, detect fraud and anomalies, anticipate member needs, strengthen quality, and support better decisions.
Partner with Technology, Data, Cybersecurity, Risk, Compliance, and Legal to ensure responsible adoption of AI-enabled capabilities with appropriate governance, privacy, security, fairness, explainability, and human oversight.
Establish trusted data, near-real-time performance insights, and enterprise dashboards that connect operational activity to member, risk, quality, financial, and workforce outcomes.
Drive agile change management and adoption, ensuring technology investments translate into measurable business value rather than isolated system implementation.
Operational Excellence, Financial Management & Growth
Review operational effectiveness, market and servicing trends, portfolio performance, and capacity needs; identify opportunities to improve efficiency, quality, technology, and sustainable growth.
Oversee the preparation and execution of the annual financial plan (AFP), budget, forecasts, productivity targets, vendor spend, and investment priorities for the division in partnership with Financial Planning.
Apply rigorous financial and operational discipline to evaluate return on investment, cost-to-serve, staffing capacity, service levels, and transformation benefits.
Oversee vendor and third-party performance to ensure service, quality, control, resilience, and member-experience expectations are consistently met.
Lead continuous improvement through data-driven problem solving, process redesign, simplification, and disciplined performance management.
People Leadership, Culture & Succession
Select, lead, coach, and develop a high-performing, multi-layered leadership team; build deep succession pipelines and bench strength for critical roles.
Create a culture of accountability, sound judgment, inclusion, learning, and member-centered execution; reinforce clear performance expectations and ethical decision-making.
Lead organizational transformation with transparency and empathy, helping teams adopt new operating models, technologies, skills, and ways of working.
Advance employee engagement, leadership development, knowledge transfer, workforce planning, and talent mobility across the division.
Manage performance and merit pay in accordance with established objectives, guidelines, and enterprise practices.
Other Duties
Perform other duties as assigned.