Member Associate

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 n Qualifications 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 #J-18808-Ljbffr Navy Federal Credit Union