Document and Research Liaison - Hybrid

Position Overview

The Document and Research Liaison will act as the primary representative for researching, documenting, and supporting legal cases that impact the business unit. This role oversees complex and escalated legal/security responses to ensure effective and timely resolution. The liaison collaborates closely with the Office of General Counsel, business units, and regulatory bodies while maintaining compliance with internal and external standards.

Key Responsibilities

• Serve as the primary liaison with the Office of General Counsel on consumer lending legal matters.

• Investigate and respond to CFPB, BBB, and other regulatory complaints.

• Research, analyze, and resolve claims and related legal actions.

• Identify compliance issues, recommend solutions, and update procedures to minimize risk.

• Research potential legal issues using internal systems of record.

• Collect and review documentation from business units to clarify and resolve cases within mandated timelines.

• Summarize depositions, legal proceedings, and conduct statistical/documentary research.

• Prepare legal summaries, analyses, and supporting documentation.

• Act as the escalation point for complex legal matters.

• Advise attorneys on applicable legal issues and their impact on the organization.

• Identify areas of improvement and implement process enhancements to improve standards and outcomes.

• Prepare ad hoc and regulatory reports, including audit inquiries, in compliance with internal/external requirements.

• Participate in cross-functional teams, projects, and task forces.

• Review and research high-profile member complaints and sensitive personnel matters.

• Collaborate with training teams to ensure accurate and consistent communication of procedural guidelines.

• Perform other related duties as assigned.

Qualifications

• Strong knowledge of operational and regulatory risk controls, concepts, and practices.

• Working knowledge of NCUA rules, regulations, and federal laws governing consumer lending.

• Proven ability to demonstrate initiative, sound decision-making, and problem-solving.

• Experience managing multiple priorities independently and in team environments.

• Knowledge of document control and security protocols.

• Experience working effectively with staff, management, stakeholders, and vendors at all levels.

• Familiarity with consumer lending principles, policies, and financial practices.

• (Preferred) In-depth understanding of the financial services industry.

• (Preferred) Knowledge of Navy Federal’s policies, procedures, products, and services.

Skills

• Advanced ability to interpret and communicate complex legal documents.

• Excellent organizational, planning, and time management skills.

• Strong research, analytical, and problem-solving abilities.

• Sound judgment and ability to exercise initiative in decision-making.

• Exceptional written and verbal communication skills.

• Skilled at building strong professional relationships with diplomacy and tact.

• Proficiency in word processing and spreadsheet software.