Member Service Representative IIEmployee Perks

Why You Will Love Being Part of the Navy Federal Team: Competitive compensation with opportunities for annual raises, promotions, and bonus potential

Best-in-Class Benefits! (7% 401k match / Pension plan / Tuition reimbursement / Great insurance options)On-site amenities include fitness center, wellness center, cafeteria, etc. at Houston, TXConsistently Awarded Top Workplace

Nationally recognized training department by TRAINING Magazine

An employee-focused, diverse, and service-oriented workplace environment

Basic Purpose

To respond to inquiries and requests from members and other individuals within a 24/7 high volume, schedule-driven and structured contact center operation (CCO). Provide information regarding Navy Federal products and services demonstrating knowledge, active listening, multiple system adaptability and engagement methods to ensure optimal member experience and customer service. Perform transactions or related functions for savings, checking, consumer loans, credit cards, IRAs and/or other Navy Federal accounts. Advise members of other products and services that may fit their needs and provide opportunities for positive member interaction.

Note: Some responsibilities/qualifications may only apply to certain branches (e

g., Loan Officer – Consumer Lending).Responsibilities

Provide member service via phone or other media (e

g. email, chat, etc.)Protect and verify identity of caller; review account information for alerts and account irregularities

Take action and respond to situations/patterns of activity indicating potential fraud or abuse

Understand and comply with federal and other regulations relating to financial products and services

Analyze, research and resolve problems and discrepancies related to member accounts/loans

Counsel current prospective members about Navy Federal’s products and services

Execute first call resolution; may require research, follow-up, return calls

Identify opportunities to cross service products and increase product penetration

Perform account transactions

Initiate fee adjustments and/or other monetary incentives for members within scope of authority

Effectively perform all duties required for MSRs – CCOPerform other duties as assigned

Qualifications – All required unless otherwise noted

Experience in member/customer service preferably in a call center, retail banking or financial institution

Working knowledge of savings and checking products, accounts and services

Familiarity with applicable NCUA and federal regulations governing consumer lending, credit cards, mortgage and equity loans, and/or savings and checking accounts

Effective skill in producing desired results and achieving goals and objectives

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 basic mathematical calculations and working accurately with numbers

Effective active listening skills to accurately respond to inquiries and account requests

Experience in managing multiple priorities independently and/or in a team environment to achieve goals

Effective skill exercising initiative and using good judgment to make sound decisions

Effective skill building effective relationships through rapport, trust, diplomacy and tact

Effective verbal and written communication skills

Effective skill interacting tactfully and effectively in difficult situations

Effective organizational, planning and time management skills

Effective skill in resolving member/customer problems


Experience in high volume call center situations

Working knowledge of accounting, credit and/or lending principles and techniques

Working knowledge of NFCU Contact Center procedures, policies and practices

Basic skill in using appropriate cross servicing techniques and member engagement methods

Bank Secrecy Act

Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the

Bank Secrecy Act

Hours: TBD

Equal Employment Opportunity

Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability

Job Type: Full-time

Salary: $15.00 /hour

hace 10 meses


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