Registered Member Associate

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Navy Federal Credit Union is a leading financial institution providing a meaningful career experience. The Registered Member Associate role is focused on delivering administrative support to Financial Advisors and ensuring a positive member experience while adhering to compliance regulations.


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.)
  • Assist 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
  • Assist 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
  • Assist with 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
  • Stay abreast of federal, industry and/or agency regulations, Navy Federal security updates, fraud alerts, NFIS compliance, policies and procedures, new products and services, system changes, and current marketing efforts
  • Schedule, coordinate, and track expenditure, new business, and appointment results from various marketing initiatives
  • Assist with unsolicited trades
  • Assist in training and onboarding new

Skills

  • FINRA Series 7, combination of NASAA Series 63/65 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 a
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