Operations Strategist Intern

Mortgage & Equity Servicing is responsible for supporting Navy Federal members throughout their homeownership experience. Our mission is to provide an exceptional homeownership experience for our members through quality service, education, and innovation. The organization’s vision is to be a trusted advocate for our members throughout the homeownership lifecycle, providing exceptional service and support.

The Summer Associate will play a key role to organize, facilitate, and coordinate small to large scope initiatives from inception through implementation, with the support of Program/Project manager and/or leadership. Work with stakeholders to plan, measure, deploy action plans and resources to improve operational processes, procedures, standards and deliver solutions, reports, and presentations to business partners and leadership. Develop business cases and operations roadmaps, sourcing and building key industry partnerships, detailing competitive analysis and industry models. This role would support execution of Servicing Modernization strategic efforts.

The Summer Associate Program is a 12-week internship beginning in May 2027 and ending in August 2027. Students will work on impactful projects and meaningful work during their internship. Applicants must be currently pursuing a degree from an accredited college or university and have an anticipated graduation date of December 2027 or later.

• Must be currently enrolled in an undergraduate (Bachelor’s) in Business Administration, Management, or related field

• Working knowledge of project/process improvement/change management methodologies

• Exposure to Agile methodologies/principles (Scrum, XP, Lean etc.)

• Experience in using Change Management tools such as: change impact analysis, change readiness assessment, stakeholder assessment and alignment, communications and training, content design/development

• Advanced in the use of PCs and software applications

• Ability to manage multiple activities simultaneously and achieve desired results

• Effective skill interacting with staff, management, vendors and members diplomatically and tactfully

• Effective research, analytical, and problem solving skills

• Advanced verbal, written and interpersonal communication skills to include present findings and conclusions

• Advanced organizational, and planning and time management skills

• Effective skill interpreting, applying and explaining written and oral regulations, instructions, operations, products, procedures

• Bachelor's degree in Business Administration, Management, or related field or equivalent combination of education, training and experience

Desired Qualifications 

• Experience in researching and analyzing data, processes and trends, familiarity with reporting and analytics methodologies and/or related tools, advanced spreadsheet and presentation software skills, relationship building skills, planning and time management skills, initiative, innovative thinking and problem solving

Additional Information

 Hours:

• Monday – Friday, 8:00AM - 4:30 PM CT

Locations:

• 820 Follin Lane, Vienna, VA 22180

• Assist with the development, planning and delivery of solutions to drive the NFCU strategies ensuring processes, systems, operations, quality assessments and service standards are targeted to support superior objectives

• Partner with senior staff to provide strategic analysis and recommendations to assist key decisions made by senior leadership regarding technology, financial market trends, by identifying departments strengths, weaknesses, opportunities and threats

• Serve on teams and task groups for projects/initiatives with the business unit &/or across the organization

• Coordinate the planning, scheduling, budgeting, and resourcing or projects to scope, identify risk exposure and remediation of non-compliance to standards

• Prepare basic project plans, proposals, schedules, communications, and resource impacts and staff requirements

• Provide operational dashboards with project progress, resource allocation, and communication status

• Participate in regular project reviews to assess business alignment and identify areas for improvement

• Participate in benchmarking standards research including measuring goals against performance, continuous improvement, and potential use of industry-leading vendors

• Review processes/programs/services for all functional and operational areas to identify, capture, analyze, assess and recommend improvements to business services/or operation/or member service areas based on practice and precedent

• Identify and collaborate with various levels of staff to accomplish basic tasks/assignments and recommend basic process improvements to team and /or management

• Schedule as-needed operations audits noting procedural and other operational deficiencies or vulnerabilities

• As a member of the cross functional team, apply Agile/Lean principles to continuously incrementally improve basic operation strategies for the branch

• Monitor key performance indicators, determine gaps in performance metrics, and execute change management techniques for efficiency/quality improvements to basic processes

• Partner with business units to determine benchmarking targets to ensure effective processes are in place, including proactive and reactive initiatives review of assignments, quality assurance, and cross-servicing of operations and services

• Partner with senior staff to provide strategic direction to ensure initiatives are communicated and implemented for all functional and operational business units

• Implement operational objectives and goals that align with division, department and corporate strategies

• Compile, research, and analyze trends in support of projects and initiatives

• Contribute to the change management required for implementation of solutions and track measures of success for ensuring new solutions are embraced

• Identify common operational, training, and service/products goals and create opportunities to join forces across the organization

• Ensure consistent, appropriate and fluid communication across the organization

• Perform other duties as assigned

Targeted Salary Range: $26.44 - $46.88 per hour