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Financial Services Coordinator - Lee Gound (Full-Time)

  • Location: VA Stafford - Lee Gound NFFG
  • Full/Part Time: Full-Time
  • Regular/Temporary: Regular

Job Description


Employee 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 Pensacola, FL; Vienna, VA and Winchester, VA campuses
*Consistently Awarded Top Workplace
*Nationally recognized training department by TRAINING Magazine
*An employee-focused, diverse, and service-oriented workplace environment

Basic Purpose

Financial Services Coordinator
To provide diverse administrative support to Financial Advisors (FA). To provide through various media channels information regarding Navy Federal Brokerage Services (NFBS) products and services to clients/potential clients, third parties (e.g., merchants, financial institutions, etc.) and employees. To establish a positive member experience, optimal satisfaction and retention, meet and growth goals while ensuring compliance to federal, state and agency regulations, industry standards, and Navy Federal processes, procedures and standards.

* Initial point of contact for inquiries, verify caller identity using Customer Personal Identity (CPI) process, and/or documents/informs management of potential breach of account security
* Determine client/potential client need/request to meet with FA, research inquiries, overcome objections and/or transfer to appropriate registered staff or designated area
* Independently/proactively makes outbound calls to members, wholesalers and back office personnel to resolve rejected paperwork issues and schedule, confirm and track referrals and appointments
* Assess and determine appropriate resolution/response to challenging and/or sensitive situations using appropriate interpersonal, customer services, confidentiality skills and compliance knowledge
* Review all/assigned client account(s) and activities, assess needs, apply targeted questions to research/respond to inquiries, create cross servicing opportunities and increase product penetration
* Review accounts to identify irregularities, potential fraud and abuse governed by BSA/AML and notifies management and appropriate areas to take action
* Participate in packaging/mailing, tracking and recording results of post-interview surveys to members/clients
* Execute, as directed by management or FA, basic/diverse account set up and changes, and ensure recordation and retention following NFFG and industry processes and procedures
* Use multiple systems to reference/record account information and conversations regarding member interactions, needs, and account activities
* Keep current, with federal, industry or agency regulations, Navy Federal security updates, fraud alerts and NFFG/NFBS/NFAM compliance, policies and procedures, new products and services, system changes, and current marketing efforts
* Interpret/explain regulations, instructions and procedures on NFCU and NFFG products and services to clients, third parties and Navy Federal staff accurately, clearly and in an understandable manner
* Schedule, coordinate, participate and track expenditure, new business, appointment results from various marketing initiatives to NFCU membership
* Conduct group/individual training for NFCU branch and/or contact center employees, and FSCs/FSAs 
* Perform other duties as assigned or appropriate 

Qualifications – All required unless otherwise noted

* Previous experience in an administrative support capacity, preferably in customer service
* Ability to work in a team environment
* Effective interpersonal, verbal and written communication skills
* Ability to interpret and explain regulation, instructions and procedures
* Ability to work independently and exercise judgment, logic, integrity and initiative
* Effective organization and problem solving skills
* Ability to work accurately with numbers
* Proficiency in the use of PC and working knowledge of spreadsheet, database, and word processing software

* Practicing knowledge of Navy Federal and NFFG products and services
* Knowledge of Navy Federal organization, programs, policies and procedures

Bank Secrecy

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