Member Service Representative I - Contact Center Operations

Location: VA Winchester - Operations Full/Part Time: Full-Time Regular/Temporary: Regular

Job Description

YOUR LIFE'S MISSION: POSSIBLE

You have goals, dreams, hobbies and things you’re passionate about.


What’s Important to You Is Important to Us
We’re looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family and passions. And we're looking for team members who are passionate about our mission—making a difference in military members' and their families' lives. Together, we can make it happen.


Don’t take our word for it.

  • FORTUNE 100 Best Companies to Work For®
  • Computerworld® Best Places to Work in IT
  • FORTUNE® Best Workplaces for Millennials
  • Forbes® America’s Best Employers

IND123

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). Provide 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. Perform transactions or related functions for savings, checking, consumer loans, credit cards, IRAs and/or other Navy Federal accounts. 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
 
•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
•Analyze, research and resolve problems and discrepancies related to member accounts/loans
•Counsel current prospective members about Navy Federal’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
•Perform account transactions
•Initiate fee adjustments and/or other monetary incentives for members within scope of authority
•Effectively perform all duties required for MSRs – CCO
•Perform other duties as assigned
 
Qualifications – All required unless otherwise noted
 
•Familiarity with savings and checking products, accounts and services
•Basic skill in producing desired results and achieving goals and objectives
•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 basic mathematical calculations and working accurately with numbers
•Effective active listening skills to accurately respond to inquiries and account requests
• Ability to work independently and in a team environment
• Basic skill exercising initiative and using good judgment to make sound decisions
• Basic skill building effective relationships through rapport, trust, diplomacy and tact
• Effective verbal and written communication skills
• Basic skill interacting tactfully and effectively in difficult situations
• Basic organizational, planning and time management skills
• Basic skill in resolving member/customer problems
Desired – Exposure to high volume call center situations
Desired – Exposure to member/customer service preferably in a call center, retail banking or financial institution
Desired – Familiarity with accounting, credit and/or lending principles and techniques
Desired – Basic skill in using appropriate cross servicing techniques and member engagement methods
 
Hours: 
Shifts starting 12P and later
 
Location: 141 Security Dr., Winchester, VA 22602


*Due to COVID-19 and social distancing, this position will have the option to temporarily work from home with plans to return to campus at the desired location listed once Navy Federal is back to normal operations or report to campus. The specific logistics for returning to campus will be determined at a future date by individual leadership.

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


Disclaimer

Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need.
An assessment may be required to compete for this position.


Bank Secrecy Act

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