Customer Service Representative II

7 days ago


Winchester, Nevada, United States Navy Federal Credit Union Full time

Job Summary

The Customer Service Representative II is responsible for providing exceptional customer service and support to our members. This role involves responding to inquiries and requests from members in a timely and professional manner.

Key Responsibilities

  • Provide information regarding Navy Federal products and services to members.
  • Respond to inquiries and requests from members in a timely and professional manner.
  • Review and evaluate mortgage loan applications to ensure viability and compliance with Federal and Navy Federal guidelines.
  • Implement and update automatic member payment options for mortgage and equity loans.
  • Provide member service via phone or other media as available.
  • 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.

Requirements

  • Incumbent will be required to register with the Nationwide Mortgage Licensing System and Registry; includes fingerprinting and background checks.
  • Experience in member/customer service preferably in a call center, retail banking or financial institution.
  • Effective skill maintaining composure in a high production and changing environment.
  • 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.


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