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Member Service Representative

2 months ago

Chesapeake, Virginia, United States Navy Federal Credit Union Full time
Job Summary

Navy Federal Credit Union is seeking a highly skilled Member Service Representative to join our team. As a Member Service Representative, you will be responsible for providing exceptional service to our members, answering their questions, and resolving their issues in a timely and professional manner.

Key Responsibilities
  • Analyze and resolve complex member account and loan discrepancies
  • Assist members with submitting loan and credit card applications
  • Counsel members on Navy Federal's products and services
  • Ensure accurate handling of cash and negotiable instruments
  • Identify opportunities to cross-sell products and increase penetration
  • Perform platform banking functions
  • Assist lower-level team members
  • Stay up-to-date on federal and other regulations related to financial products and services
Requirements
  • Ability to work independently and in a team environment
  • Working knowledge of savings and checking products, accounts, and services
  • May be required to participate in specialized training
  • Effective active listening skills to accurately respond to inquiries and account requests
  • Effective organizational, planning, and time management skills
  • Effective research, analytical, and problem-solving skills
  • Effective skill building relationships through rapport, trust, diplomacy, and tact
  • Effective skill exercising initiative and using good judgment to make sound decisions
  • 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 verbal and written communication skills
Preferred Qualifications
  • Experience in member/customer service, preferably in a call center, retail banking, or financial institution
  • Experience working in a credit union environment