Description
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).
- Provide member service (customer service) via phone or other media as available(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
- If hired or transferred to a Microsite Hub, the following must be met:
-Must reside within a 60-mile radius of the Microsite Hub
-Must maintain a 50 mbps minimum download speed and 25 mbps upload speed
-Ethernet connection is required. Cannot use satellite, hot spots, wireless point to point, extenders, WiFi, or pay-per-data internet services
- Experience in member/customer service preferably in a call center, retail banking or financial institution
- Experience in managing multiple priorities independently and/or in a team environment to achieve goals
- Working knowledge of savings and checking products, accounts and services
- Familiarity with applicable NCUA and federal regulations governing consumer lending, credit cards, mortgage and equity loans, and/or savings and checking accounts
- Desired - Experience in high volume call center situations
- Desired - Working knowledge of accounting, credit and/or lending principles and techniques
- Desired - Working knowledge of NFCU Contact Center procedures, policies and practices
- Effective skill in producing desired results and achieving goals and objectives
- Effective skill maintaining composure in a high production and changing environment
- Effective skill navigating multiple screens and PC applications and adapting to new technologies
- Effective skill performing basic mathematical calculations and working accurately with numbers
- Effective active listening skills to accurately respond to inquiries and account requests
- Effective skill exercising initiative and using good judgment to make sound decisions
- Effective skill building effective relationships through rapport, trust, diplomacy and tact
- Effective verbal and written communication skills
- Effective skill interacting tactfully and effectively in difficult situations
- Effective organizational, planning and time management skills
- Effective skill in resolving member/customer problems
- Desired - Basic skill in using appropriate cross servicing techniques and member engagement methods
- Preferred - Current experience as a Navy Federal Member Service Representative
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Navy Federal Credit Union
Jan 15, 2025