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Member Service Representative I - Contact Center Operations

Location: FL Pensacola - GPO 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

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). Provides 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. Performs transactions or related functions for savings, checking, consumer loans, credit cards, IRAs and/or other Navy Federal accounts. To 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

• Analyze, research and resolve problems and discrepancies related to member accounts/loans
• Counsel current and prospective members about Navy Federal's products and services
• Effectively perform all duties required for MSRs-CCO
• Execute first call resolution; may require research, follow-up, return calls
• Identify opportunities to cross service products and increase product penetration
• Initiate fee adjustments and/or other monetary incentives for members within scope of authority
• Perform account transactions
• 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
• Perform other duties as assigned
 
Qualifications – All required unless otherwise noted
 
• Ability to work independently and in a team environment
• Basic organizational, planning and time management skills
• Basic skill building effective relationships through rapport, trust, diplomacy and tact
• Basic skill exercising initiative and using good judgment to make sound decisions
• Basic skill interacting tactfully and effectively in difficult situations
• Basic skill in producing desired results and achieving goals and objectives
• Basic skill in resolving member/customer problems
• Basic skill maintaining composure in a high production and changing environment
• Basic skill navigating multiple screens and PC applications and adapting to new technologies
• Basic skill performing mathematical calculations and working accurately with numbers
• Basic verbal and written communication skills
• Effective active listening skills to accurately respond to inquiries and account requests
Desired - Experience in high volume call center situations
Desired - Experience in member/customer service preferably in a call center, retail banking or financial institution
Desired - Exposure to a sales, cross selling or up-selling environment
Desired - Familiarity with accounting, credit, and/or lending principles and techniques
Desired - Familiarity with multiple financial products such as consumer or mortgage loans, credit cards, savings/checking accounts, etc.
 
***Candidates who meet the minimum requirements of the position will be sent a required online assessment to the email address listed in the application.***
 
Hours: To be determined

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