Navy Federal Financial Group Support Center Specialist (Series 7 Required)

Location: FL Pensacola - GPO 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 IND123
*An employee-focused, diverse, and service-oriented workplace environment

Basic Purpose

To perform account transactions or provide additional assistance related to investment and/or insurance products, such as stocks, bonds, mutual funds, annuities, and life insurance. Respond to inquiries and requests from members through various communication channels, such as phone or other media (e.g., email, chat, etc.). Provide information regarding Navy Federal Financial Group (NFFG) products and services demonstrating knowledge, active listening, multiple system adaptability and engagement methods to ensure optimal member experience and customer service. Advise members of other products and services (e.g., retirement planning, life insurance planning, education planning, investment advice, financial planning) that may fit their needs and provide opportunities for positive member interaction.
 
Responsibilities
 
• Protect and verify identity of caller; review account information for alerts and account irregularities
• 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
• Perform financial advisory servicing functions for existing NFFG relationships
• Counsel current prospective members about Navy Federal Financial Group’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
• Set up brokerage accounts, complete mutual fund trade tickets, place trades and monitor trades for settlement and accuracy
• Administer and maintain member records in accordance with established compliance guidelines and in strict adherence to required regulations, policies and procedures
• Document accounts, research and resolve trade rejections and errors, review account applications, review daily trade confirmations to ensure accuracy of each order placed, and ensure that option and margin accounts comply with regulatory requirements, policies and procedures
• Prepare and submit reports required by FINRA, NASAA, and the SEC; business activity reports; and productivity reports
• Collaborate with clearing broker regarding member accounts, securities transactions, and securities processing
• Communicate status of accounts and explain account activities to members
• Maintain regulatory required registrations (including Life and Health Insurance License) in good standing
• Complete continuing education requirements for licenses including Firm Element and Regulatory Element
• Perform other related duties as assigned
 
Qualifications
 
• FINRA Series 7, NASAA Series 65/66 (and NASAA Series 63 in states where required) registration and Life & Health Insurance License (within 120 days for NASAA Series 65/66)
• Working knowledge of investment and insurance products
• Effective analytical skill to interpret client needs into financial solutions and satisfaction
• Experience in consulting with customers to access their financial status and identify investment needs
• Experience in accounting, securities and/or insurance requiring exposure to requisite regulations and principles
• Working knowledge of banking/financial industry standards and practices
• Effective relationship building, negotiation and facilitation skills
• Extensive experience in member/customer service preferably in a call center, retail banking or financial institution
• Expert skill navigating multiple screens and PC applications and adapting to new technologies
• Effective skill performing basic mathematical calculations and working accurately with numbers
• Expert active listening skills to accurately respond to inquiries and account requests
• Significant experience in managing multiple priorities independently and/or in a team environment to achieve goals
• Expert skill exercising initiative and using good judgment to make sound decisions
• Expert skill building effective relationships through rapport, trust, diplomacy and tact
• Advanced verbal and written communication skills
• Expert skill interacting tactfully and effectively in difficult situations
• Advanced organizational, planning and time management skills
• Expert skill in resolving member/customer problems
• Advanced skill actively guiding members through interactions to reduce member effort and enhance member loyalty
• Effective skill in using appropriate cross servicing techniques and member engagement methods
 
Desired
 
• Bachelor's degree in Business Administration, Finance or Management or related discipline or related professional experience
• Working knowledge of investment and insurance products
• FINRA Series 7, 63, 65 or 7, 66 registration and Life & Health Insurance License
• Knowledge of Navy Federal/NFFG organization, programs, policies and procedures
 
Bank Secrecy Section
 
Remains cognizant of and adheres to Navy Federal policies and procedures and regulations pertaining to the Bank Secrecy Act.
 
Hours: Available Monday – Saturday: hours based on business needs

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