Financial Services Coordinator - Pembroke NFFG

Location: VA Beach - Pembroke 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

To provide diverse administrative support to Financial Advisors (FAs). 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. 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. May support multiple Financial Advisors. Guide/train less experienced team members as needed.
  • Serve as initial point of contact for inquiries, verify caller identity using Customer Personal Identity (CPI) process, and/or document/inform management of potential breach of account security
  • Determine client/potential client need/request to meet with Financial Advisor(s), research inquiries, overcome objections and/or transfer to appropriate registered staff or designated area
  • Independently/proactively make 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 by applying interpersonal, customer services, confidentiality skills, and compliance knowledge
  • Review 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 Financial Advisor, 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
  • Apply knowledge of NFCU products and services to basic account inquiries
  • Perform other duties as assigned
  • Experience in an administrative support capacity, preferably in member/customer service or financial services
  • Familiarity with financial transaction/processing related responsibilities
  • Familiarity with financial institution and lending practices, principles and regulations
  • Ability to work independently and in a team environment
  • Effective verbal and written communication skills
  • Effective skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
  • Effective skill interacting with staff, management, vendors and members diplomatically and tactfully
  • Advanced customer service focus and relationship management skills
  • Ability to remain calm and courteous under pressure while dealing with internal and external
  • members/customers
  • Skill building effective relationships through rapport, trust, diplomacy and tact
  • Ability to interpret and explain regulation, instructions and procedures
  • Effective skill exercising initiative and using good judgment to make sound decisions
  • Effective organizational, planning and time management skills
  • Effective research, analytical, and problem solving skills
  • Effective skill performing mathematical calculations and working accurately with numbers
  • Working knowledge of products, services, processes, requirements, and systems related to the business unit
  • Basic skill in comprehending, analyzing, applying and communicating complex written legal documents
  • Effective skill maintaining accuracy with attention to detail and meeting deadlines
  • Experience with managing multiple priorities independently and/or in a team environment to achieve goals
  • Effective skill navigating multiple screens and PC applications and adapting to new technologies
  • Effective word processing and spreadsheet software skills
  • Desired – Practicing knowledge of Navy Federal and NFFG products and services
  • Desired – Knowledge of Navy Federal organization, programs, policies and procedures
Hours: Monday – Friday, 8:30 A.M. – 5:00 P.M.
Location: 4001 Virginia Beach Boulevard, Suite 132, Virginia Beach, VA 23452

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


Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need.

Bank Secrecy Act

Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.