Member Associate

Job Title

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

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

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

Desired Qualifications

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 63/65or 66 registration and state Life & Health Insurance License

Additional Information

Hours: Monday - Friday, 8:30 AM - 5:00 PM

Locations: 1007 Electric Avenue, Vienna, VA 22180; 5550 Heritage Oaks Drive, Pensacola, FL 32526; 3300 Olympus Blvd. Suite 550, Coppell, TX 75019

Job Info

Job Identification 33370

Job Category Financial Advisors

Posting Date 11/05/2026, 08:16 PM

Apply Before 11/20/2026, 04:59 AM

Degree Level No Formal Education

Job Schedule Full time

Job Shift Regular Hours

Targeted Salary Range $22.00 - $25.00 hourly