Member Service Representative - (Hybrid)

Job Description :

• Analyze, research and resolve problems and discrepancies of complex nature, related to member accounts.
• Advise current and prospective members by clearly articulating information about Navy Federal's products, services, and channels.
• Identify opportunities to cross service products and increase product penetration.
• Perform complex / difficult platform banking functions.
• Effectively perform all duties and actions required to assist members when providing phone support.
• Understand and comply with federal and other regulations relating to financial products and services.
• Assist Outreach and Engagement team member with processing new membership applications and related procedures.
• Assist members with opening / closing accounts including member requested products and services (excludes all lending products).
• Exhibit the highest level of commitment to organizational success and members' and / or internal customers' satisfaction.
• Work independently in a distraction-free environment.
• Recognize and report fraud and financial abuse patterns of accounts, products, and services.
• Maintain knowledge of and ensure compliance with all applicable federal and state laws, rules, regulations, and Navy Federal policies and procedures.
• Maintain an advanced awareness of security risks in the areas of member identification, membership eligibility, and confidentiality.
• Perform other duties as assigned.

Real world view :

This position is a hybridization of a tenured MSR with some mild administrative functions, excluding lending and branch-related responsibilities. The contractor will primarily process new membership applications in UAD, fulfill non-lending requests, generate direct deposit forms, and may contact new members to facilitate an onboarding experience. They will process between 3,500-4,000 new member applications and onboard the majority via outbound calls. The role may also involve assisting with ad hoc monthly reports, manually reporting production details related to new membership applications for audit / QA purposes, and retention outbound calls related to potential escheatment members. Self-paced training may take about 2-3 weeks for the immediate skill set, with an additional 3-5 days for escheatment training after the initial skill is established.

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