Investment Services Associate - Merrifield, United States - Navy Federal Credit Union

Navy Federal Credit Union

Verified Company

Merrifield, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Overview
To provide diverse administrative support to Navy Federal Investment Services (NFIS) phone operations, digital chat, and Financial Advisors (FAs).

To provide information regarding Navy Federal Investment Services (NFIS) products and services to clients/potential clients, third parties (e.g., merchants, financial institutions, etc.) and employees through various media channels.

To establish a positive member experience, optimal satisfaction, and retention; meet growth goals while ensuring compliance to federal, state and agency regulations, industry standards, and Navy Federal processes, procedures, and standards.

Works under supervision.

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 followup; 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 backoffice 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
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
Assist with accountset up and changes, prepareaccount portfolio reviewsand financial plans,and ensure recordation and retention following NFIS and industry processes and procedures
Prepare and review client paperworkpre and post appointment, ensure paperwork is accurate, complete, and current with industry and agency regulations
Stay abreast of federal, industry and/or agency regulations, Navy Federal security updates, fraud alerts, NFIS compliance, policiesand procedures, new products and services, systemchanges, and current marketing efforts
Schedule, coordinate, and track expenditure, new business, and appointment results from various marketing initiatives
Assist in training and onboarding new NFIS team members
Perform other duties as assigned

Qualifications

Selfmotivated, results driven, team player with strong abilityto collaborate with others
Experience in an administrative support capacity, preferably in customer service or financial services
Familiarity with financial transactions/processing, lending practices, principles, and compliance/regulations
Knowledge and use of multiple systems to reference/record account information and conversations regarding member interactions, needs, and account activities
Familiarity with investment products, services, processes, requirements, and systems
Effective skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
Advanced customer service and relationship management skills
Ability to remain calm and courteous under pressure while dealing with internal and external members/customers
Effective skill building relationships with staff, management, vendors, and members through rapport, trust, diplomacy, and tact
Ability to interpret and explain regulations, 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 problemsolving skills
Effective skill performing mathematical calculations and working accurately with numbers
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 verbal and written communication skills
Effective word processing and spreadsheet software skills
Bachelor's degree in Business Administration, Finance or Management or related discipline or related professional experience
Working knowledge of Navy Federal/NFIS products and services
Working knowledge of Navy Federal/NFIS's functions, philosophy, organization, programs, policies, and procedures
FINRA Series 7, combination of NASAA Series 63/65or 66 registration and state Life & Health Insurance License