About the position
As a Member Service Representative at Navy Federal Credit Union, you will play a crucial role in providing exceptional service to both current and prospective members. Your primary responsibility will be to assist members with a wide range of products and services, including depository accounts such as checking, savings, and certificate IRAs, as well as lending products and credit/debit cards. This position requires performing moderately complex platform banking functions under supervision, ensuring that members receive the highest level of service and support. You will also be responsible for training and assisting lower-level team members, fostering a collaborative and supportive work environment. In this role, you will analyze, research, and resolve problems and discrepancies related to member accounts and loans. You will assist members in submitting applications for consumer, mortgage, and equity loans, as well as credit card applications. Counseling current and prospective members about Navy Federal's products and services will be a key part of your responsibilities, as will ensuring that cash and other negotiable instruments are handled properly. You will identify opportunities to cross-service products and increase product penetration, contributing to the overall success of the branch. Additionally, you may assist with branch office vault opening, closing, and balancing procedures, and may serve as a vault custodian for the branch office and/or ATM. Compliance with federal regulations relating to financial products and services is essential, and you will perform other duties as assigned to support the branch's operations and objectives.
Responsibilities
- Analyze, research and resolve problems and discrepancies related to member accounts/loans
- Assist members with submitting consumer/mortgage/equity loan, overdraft protection and credit card applications
- Counsel current and prospective members about Navy Federal's products and services
- Ensure cash and other negotiable instruments are handled properly
- Identify opportunities to cross service products and increase product penetration
- Perform platform banking functions
- Assist level I team members
- Understand and comply with federal and other regulations relating to financial products and services
- May assist with Branch Office vault opening, closing and balancing procedures
- May serve as a Branch Office and/or ATM vault custodian
- Perform other duties as assigned
Requirements
- Ability to work independently and in a team environment
- Working knowledge of savings and checking products, accounts and services
- May be required to participate and complete specialized training (in Business Services, IRA, MLO, notary, etc.), per business need
- Effective active listening skills to accurately respond to inquiries and account requests
- Effective organizational, planning and time management skills
- Effective research, analytical, and problem solving skills
- Effective skill building effective relationships through rapport, trust, diplomacy and tact
- Effective skill exercising initiative and using good judgment to make sound decisions
- Effective skill maintaining composure in a high production and changing environment
- Effective skill navigating multiple screens and PC applications and adapting to new technologies
- Effective skill performing mathematical calculations and working accurately with numbers
- Effective verbal and written communication skills
Nice-to-haves
- Experience in member/customer service preferably in a call center, retail banking or financial institution
- Experience in working in a credit union environment
Benefits
- Highly competitive pay
- Generous benefits and perks
- Employee referral program
- Opportunities for career growth and development
