Member Associate

Navy Federal•Pensacola, FL

5d•Onsite

About The Position

Provides diverse administrative support to Navy Federal Investment Services (NFIS) phone operations, digital chat, and Financial Advisors. Provides information about NFIS products and services to clients and potential clients, third parties, and employees through various media channels. The role focuses on establishing a positive member experience, satisfaction, and retention; meeting growth goals; and ensuring compliance with applicable regulations, industry standards, and Navy Federal processes and procedures. Works under supervision.

Requirements

Self-motivated, results-driven team player with the ability to collaborate.
Experience in an administrative support capacity, preferably in customer service or financial services.
Familiarity with financial transactions and processing, lending practices, principles, and compliance and regulations.
Knowledge of and ability to use multiple systems to reference and record account information and conversations about member interactions, needs, and account activities.
Familiarity with investment products, services, processes, requirements, and systems.
Ability to influence, negotiate, and persuade to reach agreeable exchanges and positive outcomes.
Advanced customer service and relationship-management skills.
Ability to remain calm and courteous under pressure when dealing with internal and external members or customers.
Ability to build relationships with staff, management, vendors, and members through rapport, trust, diplomacy, and tact.
Ability to interpret and explain regulations, instructions, and procedures.
Initiative and sound judgment in making decisions.
Effective organizational, planning, and time-management skills.
Effective research, analytical, and problem-solving skills.
Ability to perform mathematical calculations and work accurately with numbers.
Ability to comprehend, analyze, apply, and communicate complex written legal documents.
Accuracy, attention to detail, and ability to meet deadlines.
Experience managing multiple priorities independently or in a team environment to achieve goals.
Effective verbal and written communication skills.
Ability to navigate multiple screens and PC applications and adapt to new technologies.
Effective word-processing and spreadsheet software skills.

Nice To Haves

Bachelor's degree in Business Administration, Finance, Management, a related discipline, or related professional experience.
Working knowledge of Navy Federal/NFIS products and services.
Working knowledge of Navy Federal/NFIS functions, philosophy, organization, programs, policies, and procedures.
FINRA Series 7; a combination of NASAA Series 63/65 or 66 registration; and a state Life & Health Insurance License.

Responsibilities

Respond promptly and appropriately to member inquiries by telephone, digital chat, and other communication channels, including questions about account status, address changes, password resets, and member-file updates.
Assist with client inquiries through various media channels and verify Customer Personal Identity (CPI) during interactions.
Research inquiries and follow up to achieve first-call resolution; redirect calls to NFIS staff, other Navy Federal business units, or vendors when appropriate.
Help establish and maintain client relationships, determine client needs, address objections, and transfer clients to registered staff or the appropriate area when needed.
Make outbound calls to members, wholesalers, and back-office personnel to resolve rejected paperwork issues; schedule, confirm, and track referrals and appointments.
Assess and respond to challenging or sensitive situations using tactful customer-service communication.
Review client accounts and activities, assess needs, ask targeted questions, research and respond to inquiries, identify cross-servicing opportunities, and increase product penetration.
Identify account irregularities and potential fraud or abuse under Bank Secrecy Act (BSA) and Anti-Money Laundering (AML) requirements; document and inform management or other appropriate areas of potential security breaches.
Assist with account setup and changes, prepare account portfolio reviews and financial plans, and ensure records are retained in accordance with NFIS and industry procedures.
Prepare and review client paperwork and ensure it is accurate, complete, and current with industry and agency regulations.
Stay current on regulations, Navy Federal security updates, fraud alerts, NFIS compliance requirements, policies and procedures, products and services, system changes, and marketing efforts.
Schedule, coordinate, and track expenditures, new business, and appointment results related to marketing initiatives.
Assist with training and onboarding.