Member Associate

Job Title

Overview To provide diverse administrative support to Navy Federal Investment Services (NFIS) phone operations, digital chat, and Financial Advisors (FAs). To provide information regarding Navy Federal Investment Services (NFIS) products and services to clients / potential clients, third parties (e.g., merchants, financial institutions, etc.) and employees through various media channels. To establish a positive member experience, optimal satisfaction, and retention; meet growth goals while ensuring compliance to federal, state and agency regulations, industry standards, and Navy Federal processes, procedures, and standards. Works under supervision.

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

Qualifications

Desired Qualifications

Hours : Monday - Friday 8 : 30 - 5 : 00 PM EST

Hybrid Location : 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Dr. Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602 | 9999 Willow Creek Road San Diego, CA 92131

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.

Navy Federal Credit Union is an Equal Employment Opportunity employer. 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.