Navy Federal Credit Union is committed to providing a meaningful career experience and is seeking a Member Associate to support their Investment Services operations. The role involves delivering administrative support, responding to client inquiries, and ensuring compliance with regulations while fostering a positive member experience.
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 new staff
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
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