Member Service Representative (Full-Time) - Hanbury
Full job description
Overview
To provide members and prospective members the full range of products and services offered by Navy Federal Credit Union including depository accounts such as checking, savings, certificates, IRA, revocable trust and estate accounts; Lending products; and credit/debit cards. To perform moderately complex platform banking functions under supervision while developing confidence and function independence in the role.
Responsibilities
II
Provide basic counseling on available products and services to meet member needs
Assist members with opening and maintaining deposit accounts, loans, and other financial products
Research and resolve basic account discrepancies and service requests
Identify opportunities to cross-service products and enhance member relationships through education
Understand and comply with all relevant federal and institutional regulations related to financial products and services
Support team members by sharing knowledge and best practices as experience grows
Ensure cash and other negotiable instruments are handled properly and securely
Process routine transactions, including deposits, withdrawals, loan payments, and check cashing
Perform other duties as assigned
III
Counsel members on financial wellness, identifying opportunities to deepen relationships
Assist members with submitting consumer loan applications
Analyze, research, and resolve complex account discrepancies and member concerns
Identify and mitigate potential fraud or suspicious account activity
Initiate fee adjustments or service accommodations within defined authority limits
Inform and guide members on available service channels, emphasizing convenient self-service solutions to enhance their banking experience
Comply with all federal regulations and institutional policies related to financial services
Support operational efficiency by minimizing errors and adhering to quality control measures
Process complex transactions, including large cash withdrawals, loan payoffs, and certificate redemptions
Ensure accurate and compliant handling of cash, negotiable instruments, and transactions
May conduct external financial outreach, participating in local events and educational presentations
May serve as a branch specialist in an area such as IRAs, Financial Health Presentation Specialist, or mortgage
May assist with branch vault procedures, including opening, closing, and balancing
May serve as a Branch Office and/or ATM vault custodian
Perform other duties as assigned
IV
Serve as a primary escalation resource for complex, sensitive, or urgent member inquiries
Analyze and resolve account discrepancies, including fraud concerns and compliance issues
Provide detailed lending guidance, including product information and rate explanations
Identify and mitigate fraud risks, account abuse, and unusual activity patterns
Initiate fee adjustments, rate modifications, and service accommodations within authority limits
Ensure compliance with all applicable financial regulations and institutional policies
Serve as a mentor/trainer, providing guidance to less experienced MSRs
Maintain team training programs and update materials as needed
Assist with implementing new procedures, policies, and service initiatives
Serve as a branch specialist in an operational or product-specific area
Support team engagement efforts, fostering a positive and professional work environment
Conduct external financial outreach, participating in local events and educational presentations
Counsel members on financial wellness, identifying opportunities to deepen relationships
Ensure accurate and compliant handling of cash, negotiable instruments, and transactions
Assist with branch vault procedures, including opening, closing, and balancing
Serve as a Branch Office and/or ATM vault custodian
Perform other duties as assigned
Qualifications
II:
Experience in building effective relationships through rapport, trust, diplomacy, and tact
Effective research, analytical, and problem-solving skills
Experience working independently and in a team environment
Experience maintaining composure in a high-production and changing environment
Experience navigating multiple systems efficiently and adapt to evolving technologies
Effective skill exercising sound judgment and make informed decisions
Ability to embrace and support change initiatives in a dynamic and continuously evolving environment
Effective verbal and written communication skills to engage with members and colleagues
Desired: Working knowledge of deposit and loan products, services, and operational procedures
Desired: Experience in customer service, preferably in banking or a financial institution
III:
Advanced skill building effective relationships through rapport, trust, diplomacy, and tact
Advanced research, analytical, and problem-solving skills
Advanced skill working independently and in a team environment
Advanced skill maintaining composure in a high-production and changing environment
Advanced knowledge of deposit and loan products, services, and operational procedures
Advanced skill navigating multiple systems efficiently and adapt to evolving technologies
Advanced skill exercising sound judgment and make informed decisions
Advanced skill embracing and supporting change initiatives in a dynamic and continuously evolving environment
Advanced verbal and written communication skills to engage with members and colleagues
IV:
Expert skill building effective relationships through rapport, trust, diplomacy, and tact
Expert research, analytical, and problem-solving skills
Expert skill working independently and in a team environment
Expert skill maintaining composure in a high-production and changing environment
Expert knowledge of deposit and loan products, services, and operational procedures
Advanced skill navigating multiple systems efficiently and adapting to evolving technologies
Expert skill exercising sound judgment and making informed decisions
Advanced skill embracing and supporting change initiatives in a dynamic and continuously evolving environment
Expert verbal and written communication skills to engage with members and colleagues
Desired Qualifications
II:
Working knowledge of deposit and loan products, services, and operational procedures
Experience in customer service, preferably in banking or a financial institution
III:
Significant experience in financial services, retail banking, or a credit union environment
IV:
Associate's Degree in Finance, Accounting, Business Administration or the equivalent combination of training, education, and experience
Significant experience in financial services, retail banking, or a credit union environment
Hours: Available Monday - Saturday, hours based on business needs.
Location: 241 Hanbury Road East, Chesapeake, Virginia 23322
Based upon business needs, this position may require working at or transferring permanently to neighboring branches within a reasonable commuting distance.
Candidates who complete an application for the position will be sent a required online assessment to the email address listed in the application. Please be sure to check your spam and junk folders if you do not see the email in your inbox. Completing the assessment is critical to ensure that your application is considered, so please be sure to complete the assessment. To receive assistance in resolving any technical issues with your assessment, please contact our Infor assessment support team at TSCandidateSupport@Infor.com.
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.
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Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, ****** orientation, gender identity, national origin, disability, or status as a protected Veteran.
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
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.