Overview To provide operational support regarding processes, procedures and/or programs for an assigned Human Resources (HR) Center Of Excellence (COE). Serve as trusted advisor to NFCU employees by responding to HR related requests and inquiries and providing guidance to internal/external customers. Identify, research and resolve issues/discrepancies, and review and process HR personnel transactions.
Responsibilities- Provide COE operational support requiring understanding of assigned COE processes, procedures and/or programs
- Maintain broad knowledge of HR services and answer or appropriately route employee inquiries pertaining to complex HR programs, processes, procedures, and communications
- Analyze and interpret a wide range of issues; select and adapt methods, processes, or tools to meet needs, and coordinate solutions efficiently and accurately
- Resolve complex operational/processing issues, inquiries, and complaints
- Ensure work is completed within defined service level agreements
- Ensure compliance with all HR related policies, practices, and procedures
- Serve as subject matter expert and provide guidance to internal/external customers and stakeholders regarding complex SSC processes, HR services and assigned core COE functions, systems, policies and/or procedures
- Lead, guide, and mentor less experienced staff
- Conduct and/or facilitate user acceptance testing to include developing and executing test cases, communication with project teams, validating and documenting results
- Research, analyze and determine cause/impact of complex errors/omissions
- Develop, recommend, and assist in the implementation of policies, procedures, programs to improve processes and reduce errors across the SSC and/or within assigned COE
- Perform on-going quality control to ensure efficiency and accuracy of processes and procedures
- Perform research and provide recommendations for process improvements
- Act as the primary point of contact for employees following vendor approval of disability and extended leave claims. Provide accurate information and guidance through timely inbound and outbound communications
- Oversee and resolve employee-submitted cases, including those requiring detailed analysis and complex guidance, ensuring efficient and effective resolution
- Prepare and maintain accurate reports, performing thorough data validations to ensure compliance with established standards and policies
- Review and update employment status records in Oracle HCM to maintain data integrity and accuracy across HR systems
- Coordinate accurately and efficiently with vendors, contractors, and advisors involved in disability claim payment processing to ensure seamless operations and timely issue resolution
- Perform other duties as assigned
Qualifications- Significant experience in progressively responsible positions which reflect the ability to work independently; exercise sound judgment; display a high degree of initiative; and manage multiple priorities effectively, preferably in a Human Resources or Shared Services function
- Ability to work independently and in a team environment
- Experience in leading, guiding, and mentoring others
- Knowledge of SSC assigned programs, processes, and procedures for designated and additional COEs when needed (e.g., Benefits)
- Advanced knowledge of various Human Resource issues, services, and systems
- Advanced skill following, interpreting, and applying relevant data/instructions to guidelines, procedures, practices and regulations
- Advanced customer service and stakeholder management skills
- Effective database and presentation software skills
- Advanced organizational, planning and time management skills
- Advanced research, analytical, and problem-solving skills
- Advanced skill exercising initiative and using good judgment to make sound decisions
- Expert skill maintaining accuracy with attention to detail and meeting deadlines
- Advanced verbal and written communication skills
- Associate's Degree in Business Administration, Human Resources or the equivalent combination of training, education, and experience
- Significant experience in human capital management systems
- Significant knowledge of Navy Federal products, services, programs, policies and procedures
- Advanced communication skills, ability to clearly convey information and provide guidance to employees through both inbound and outbound communication channels
Expert skill in managing and resolving complex employee cases with attention to detail and accuracy - Advanced skill in creating reports, validating data, and ensuring compliance with HR standards and policies
- Advanced knowledge of HR systems, particularly Oracle HCM, and the ability to maintain accurate employment records
Additional InformationHours:- Monday - Friday, 8:00AM - 4:30PM; Hybrid
Location:- 820 Follin Lane, Vienna, VA 22180
- 5510 Heritage Oaks Drive, Pensacola, FL 32526
- 141 Security Drive, Winchester, VA 22602
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 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 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.
