Member Associate

Navy Federal Credit Union is a leading financial institution that provides a meaningful career experience. They are seeking a Member Associate to provide diverse administrative support to the Navy Federal Investment Services phone operations and assist clients with inquiries while ensuring compliance with regulations.

Responsibilities

• Respond promptly and appropriately to member telephone, digital chat, and all forms of communications inquiries (e.g., account status, address change requests, password resets, update member files, etc.)
• Assist in responding to client inquiries through various media channels; verify Customer Personal Identity (CPI) during client interaction
• Execute first call resolution through research and follow-up; may redirect calls to other NFIS staff, NF business units, and vendors
• Assist in establishing and maintaining client relationships; determine client needs, overcome objections and/or transfer to appropriate registered staff or designated area
• Independently and proactively make outbound calls to members, wholesalers, and back-office personnel to resolve rejected paperwork issues; schedule, confirm and track referrals and appointments
• Assess and determine appropriate resolution/response to challenging and/or sensitive situations using appropriate and tactful customer service communications
• Review client account(s) and activities, assess needs, apply targeted questions to research, respond to inquiries, create cross servicing opportunities, and increase product penetration
• Identify account irregularities, potential fraud and abuse, governed by Bank Secrecy Act (BSA)/Anti- Money Laundering (AML); document/inform management and/or other appropriate areas of potential security breach
• Assist with account set up and changes, prepare account portfolio reviews and financial plans, and ensure recordation and retention following NFIS and industry processes and procedures
• Prepare and review client paperwork and post appointment, ensure paperwork is accurate, complete, and current with industry and agency regulations
• Stay abreast of federal, industry and/or agency regulations, Navy Federal security updates, fraud alerts, NFIS compliance, policies and procedures, new products and services, system changes, and current marketing efforts
• Schedule, coordinate, and track expenditure, new business, and appointment results from various marketing initiatives
• Assist in training and onboarding

Skills

• Self-motivated, results driven, team player with strong ability to collaborate with others
• Experience in an administrative support capacity, preferably in customer service or financial services
• Familiarity with financial transactions/processing, lending practices, principles, and compliance/regulations
• Knowledge and use of multiple systems to reference/record account information and conversations regarding member interactions, needs, and account activities
• Familiarity with investment products, services, processes, requirements, and systems
• Effective skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
• Advanced customer service and relationship management skills
• Ability to remain calm and courteous under pressure while dealing with internal and external members/customers
• Effective skill building relationships with staff, management, vendors, and members through rapport, trust, diplomacy, and tact
• Ability to interpret and explain regulations, instructions, and procedures
• Effective skill exercising initiative and using good judgment to make sound decisions
• Effective organizational, planning and time management skills
• Effective research, analytical, and problem-solving skills
• Effective skill performing mathematical calculations and working accurately with numbers
• Effective skill in comprehending, analyzing, applying, and communicating complex written legal documents
• Effective skill maintaining accuracy with attention to detail and meeting deadlines
• Experience with managing multiple priorities independently and/or in a team environment to achieve goals
• Effective verbal and written communication skills
• Effective skill navigating multiple screens and PC applications and adapting to new technologies
• Effective word processing and spreadsheet software skills
• Bachelor's degree in Business Administration, Finance or Management or related discipline or related professional experience
• Working knowledge of Navy Federal/NFIS products and services
• Working knowledge of Navy Federal/NFIS's functions, philosophy, organization, programs, policies, and procedures
• FINRA Series 7, combination of NASAA Series 63/65 or 66 registration and state Life & Health Insurance License

Benefits

• Highly competitive pay and generous benefits and perks
• Monday – Friday, 8:30 AM - 5:00 PM (Hybrid)

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