Member Associate

Navy Federal Credit Union•Pensacola, FL

5d•$22 - $25•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 prospective clients, third parties, and employees through various media channels. The role supports positive member experiences, satisfaction, retention, and growth while ensuring compliance with applicable federal, state, and agency 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 and principles, and compliance and regulations.
Knowledge and use of 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.
Ability to exercise initiative and good judgment in making sound decisions.
Organizational, planning, and time-management skills.
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 and/or in a team environment to achieve goals.
Verbal and written communication skills.
Ability to navigate multiple screens and PC applications and adapt to new technologies.
Word-processing and spreadsheet software skills.

Nice To Haves

Bachelor's degree in Business Administration, Finance, Management, or 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 and a combination of NASAA Series 63/65 or Series 66 registration, and a state Life and Health Insurance License.

Responsibilities

Respond promptly and appropriately to member inquiries by telephone, digital chat, and other communication channels, including account status, address changes, password resets, and member-file updates.
Assist with client inquiries across media channels and verify Customer Personal Identity during interactions.
Research and follow up to achieve first-call resolution; redirect calls to NFIS staff, other 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 challenging or sensitive situations and determine appropriate responses using tactful customer-service communications.
Review client accounts and activities, assess needs, 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 and Anti-Money Laundering 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 maintained and retained according to NFIS and industry procedures.
Prepare and review client paperwork and confirm after appointments that paperwork is accurate, complete, and current with industry and agency regulations.
Stay informed about federal, industry, and agency regulations; Navy Federal security updates and fraud alerts; NFIS compliance, policies, and procedures; products and services; system changes; and marketing efforts.
Schedule, coordinate, and track expenditure, new-business, and appointment results from marketing initiatives.
Assist with training and onboarding.