Registered Member Associate

About the role

To provide diverse administrative support to Financial Advisors (FAs). To provide through various media channels information regarding Navy Federal Financial Group (NFFG) products and services to clients/potential clients, third parties (e.g., merchants, financial institutions, etc.) and employees. To 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.

Responsibilities

• Respond promptly and appropriately to member telephone, digital chat, and all forms of communications inquiries (e.g., account status, address change requests, password resets, update member files, etc.).
• Afford assistance in responding to client inquiries through various media channels; verify Customer Personal Identity (CPI) during client interaction.
• Execute first call resolution through research and follow-up; may redirect calls to other NFIS staff, NF business units, and vendors.
• Afford assistance in establishing and maintaining client relationships; determine client needs, overcome objections and/or transfer to appropriate registered staff or designated area.
• Independently and proactively make outbound calls to members, wholesalers, and back-office personnel to resolve rejected paperwork issues; schedule, confirm and track referrals and appointments.
• Assess and determine appropriate resolution/response to challenging and/or sensitive situations using appropriate and tactful customer service communications.
• Review client account(s) and activities, assess needs, apply targeted questions to research, respond to inquiries, create cross servicing opportunities, and increase product penetration.
• Identify account irregularities, potential fraud and abuse, governed by Bank Secrecy Act (BSA)/Anti- Money Laundering (AML); document/inform management and/or other appropriate areas of potential security breach.
• Utilize systems with advanced access to perform complex account set up and maintenance.
• Afford assistance in account set up and changes, prepare account portfolio reviews and financial plans, and ensure recordation and retention following NFIS and industry processes and procedures.
• Prepare and review client paperwork pre and post appointment, ensure paperwork is accurate, complete, and current with industry and agency regulations.
• Execute, as directed by management or FA, advanced account set up and changes, prepare account portfolio reviews and account hypotheticals, and ensure recordation and retention following NFIS and industry processes and procedures.
• Schedule, coordinate, and track expenditure, new business, and appointment results from various marketing initiatives.
• Afford assistance in unsolicited trades.
• Afford assistance in training and onboarding new staff.

Qualifications

• FINRA Series 7, combination of NASAA Series63/65 65 or 66 registration and state Life & Health Insurance License.
• 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.
• Working knowledge and use of multiple systems to reference/record account information and conversations regarding member interactions, needs, and account activities.
• 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 & external members/customers.
• Effective 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.
• Effective 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.
• Word processing and spreadsheet software skills.

Desired Qualifications

• Advanced knowledge of investment and insurance products.
• Advanced knowledge of Navy Federal/NFIS’s functions, philosophy, organization, programs, policies, and procedures.
• Bachelor's degree in Business Administration, Finance or Management or related discipline or related professional experience.

About Us

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks. Our approach to careers is simple yet powerful: Make our mission your passion.

Additional Information

• HOURS: Monday – Friday, 8:30 AM – 5:00 PM (Hybrid)
• LOCATIONS: 820 Follin Lane, Vienna, VA 221805510 Heritage Oaks Dr. Pensacola, FL 325264 Concourse Parkway Suite #100 Sandy Springs, GA 30328 3300 Olympus Blvd, Suite 550, Coppell, TX 75019

About Us

Navy Federal is recognized as one of the best places to work by numerous organizations, including Fortune, Military Times, and Forbes. Navy Federal is proud to be a leader in diversity, inclusion, and employee engagement.

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law. Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at medicalaccommodations@navyfederal.org or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status. Disclaimers: 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. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. 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. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.

Protect Yourself from Job Scams

Navy Federal jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.

Bank Secrecy Act

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