$500 Training Completion Bonus* Member Service Representative I - Customer Service Center
YOUR LIFE'S MISSION: POSSIBLEYou have goals, dreams, hobbies and things you're passionate about.What's Important to You Is Important to UsWe'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"A cents € friends, family and passions. And we're looking for team members who are passionate about our mission"A cents € 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 ForA' (R)ComputerworldA' (R) Best Places to Work in ITFORTUNEA' (R) Best Workplaces for MillennialsForbesA' (R) America's Best EmployersIND123Basic PurposeTo 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 (eg, Loan Officer - Consumer Lending).ResponsibilitiesProvide member service (Customer Service) via phone or other media (eg email, chat, etc.)Protect and verify identity of caller; review account information for alerts and account irregularitiesTake action and respond to situations/patterns of activity indicating potential fraud or abuseUnderstand and comply with federal and other regulations relating to financial products and servicesAnalyze, research and resolve problems and discrepancies related to member accounts/loansCounsel current prospective members about Navy Federal's products and servicesExecute first call resolution; may require research, follow-up, return callsIdentify opportunities to cross service products and increase product penetrationPerform account transactionsInitiate fee adjustments and/or other monetary incentives for members within scope of authorityEffectively perform all duties required for MSRs - CCOPerform other duties as assignedQualifications - All required unless otherwise notedFamiliarity with savings and checking products, accounts and servicesBasic skill in producing desired results and achieving goals and objectivesBasic skill maintaining composure in a high production and changing environmentBasic skill navigating multiple screens and PC applications and adapting to new technologiesBasic skill performing basic mathematical calculations and working accurately with numbersEffective active listening skills to accurately respond to inquiries and account requestsAbility to work independently and in a team environmentBasic skill exercising initiative and using good judgment to make sound decisionsBasic skill building effective relationships through rapport, trust, diplomacy and tactEffective verbal and written communication skillsBasic skill interacting tactfully and effectively in difficult situationsBasic organizational, planning and time management skillsBasic skill in resolving member/customer problemsDesired - Exposure to high volume call center situationsDesired - Exposure to member/customer service preferably in a call center, retail banking or financial institutionDesired - Familiarity with accounting, credit and/or lending principles and techniquesDesired - Basic skill in using appropriate cross servicing techniques and member engagement methodsHours: Shifts starting 12:00PM and laterLocation: 141 Security Dr., Winchester, VA 22602Due 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.Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. The salary range for this position is: $16.30 - $20.00.Equal Employment OpportunityNavy 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/DisabilityDisclaimerNavy 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.Navy Federal reserves the right to amend its bonus scheme, or discontinue or terminate its bonus scheme, at any time and without notice. An employee's performance or any disciplinary issues, in Navy Federal's sole discretion, may impact Navy Federal's decision whether to pay a bonus, and/or the amount of a bonus. To be eligible to receive a bonus, the employee must be a new Navy Federal hire with a start date in Navy Federal Contact Center ("CCO") on or between 7/1/21-10/31/21, and must be actively employed by CCO on the day the bonus is paid. A paid bonus does not give rise to any expectation or entitlement to receive any bonus in the future, or the amount of any future bonus. This bonus is available only to new Navy Federal hires, and is not being offered to current Navy Federal employees or contractors converting to Navy Federal employment.Bank Secrecy ActRemains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.Employee ReferralsThis position is eligible for the TalentQuest employee referral program. Please indicate the employee who referred you when applying.