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Member Service Representative I - Contact Center Operations
Category: Banking
  • Your pay will be discussed at your interview

Job code: lhw-e0-90625674

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Navy Federal Credit Union

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  Job posted:   Thu Jun 7, 2018
  Distance to work:   ? miles
  1 Views, 0 Applications  
Member Service Representative I - Contact Center Operations
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, VAcampuses*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).Responsibilitieso Analyze, research and resolve problems and discrepancies related to member accounts/loanso Counsel current and prospective members about Navy Federal's products and serviceso Effectively perform all duties required for MSRs-CCOo Execute first call resolution; may require research, follow-up, return callso Identify opportunities to cross service products and increase product penetrationo Initiate fee adjustments and/or other monetary incentives for members within scope of authorityo Perform account transactionso Provide member service via phone or other media (e.g. email, chat, etc.)o Protect and verify identity of caller; review account information for alerts and account irregularitieso Take action and respond to situations/patterns of activity indicating potential fraud or abuseo Understand and comply with federal and other regulations relating to financial products and serviceso Perform other duties as assignedQualifications - All required unless otherwise notedo Ability to work independently and in a team environmento Basic organizational, planning and time management skillso Basic skill building effective relationships through rapport, trust, diplomacy and tacto Basic skill exercising initiative and using good judgment to make sound decisionso Basic skill interacting tactfully and effectively in difficult situationso Basic skill in producing desired results and achieving goals and objectiveso Basic skill in resolving member/customer problemso Basic skill maintaining composure in a high production and changing environmento Basic skill navigating multiple screens and PC applications and adapting to new technologieso Basic skill performing mathematical calculations and working accurately with numberso Basic verbal and written communication skillso Effective active listening skills to accurately respond to inquiries and account requestso Desired - Experience in high volume call center situationso Desired - Experience in member/customer service preferably in a call center, retail banking or financial institutiono Desired - Exposure to a sales, cross selling or up-selling environmento Desired - Familiarity with accounting, credit, and/or lending principles and techniqueso 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


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