Registered Member Associate

Navy Federal•Pensacola, FL

17h•Hybrid

About The Position

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

Requirements

FINRA Series 7, combination of NASAA Series63/65 65 or 66 registration and state Life & Health Insurance License
Experience in an administrative support capacity, preferably in member/customer service or financial services
Familiarity with financial transaction/processing related responsibilities
Familiarity with financial institution and lending practices, principles, and regulations
Working knowledge and use of multiple systems to reference/record account information and conversations regarding member interactions, needs, and account activities
Ability to work independently and in a team environment
Effective verbal and written communication skills
Effective skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
Effective skill interacting with staff, management, vendors, and members diplomatically and tactfully
Advanced customer service focus and relationship management skills
Ability to remain calm and courteous under pressure while dealing with internal & external members/customers
Effective skill building effective relationships through rapport, trust, diplomacy, and tact
Ability to interpret and explain regulation, 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
Working knowledge of products, services, processes, requirements, and systems related to the business unit
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 skill navigating multiple screens and PC applications and adapting to new technologies
Effective word processing and spreadsheet software skills

Nice To Haves

Advanced knowledge of investment and insurance products
Advanced knowledge of Navy Federal/NFIS’s functions, philosophy, organization, programs, policies, and procedures
Bachelor's degree in Business Administration, Finance or Management or related discipline or related professional 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
Utilize systems with advanced access to perform complex account set up and maintenance
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 pre and post appointment, ensure paperwork is accurate, complete, and current with industry and agency regulations
Execute, as directed by management or FA, advanced account set up and changes, prepare account portfolio reviews and account hypotheticals, and ensure recordation and retention following NFIS and industry processes and procedures
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 with unsolicited trades
Assist in training and onboarding new