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Member Service Representative I/Ii, Contact Center Operations

Company

Navy Federal Credit Union
Address , Winchester, 22602, Va
Employment type FULL_TIME
Salary $19.50 - $23.00 an hour
Expires 2023-06-11
Posted at 1 year ago
Job Description

YOUR LIFE'S MISSION: POSSIBLE

You have goals, dreams, hobbies and things you’re passionate about.


What’s Important to You Is Important to Us
We’re looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family and passions. And we're looking for team members who are passionate about our mission—making a difference in military members' and their families' lives. Together, we can make it happen.


Don’t take our word for it.

  • Forbes® America's Best Employers
  • Military Times 2021 Best for Vets Employers
  • Newsweek Top 100 Most Loved Workplaces
  • Forbes® 2022 The Best Employers for New Grads
  • WayUp Top 100 Internship Programs
  • Computerworld® Best Places to Work in IT
  • Fortune 100 Best Companies to Work For®
  • Fortune Best Workplaces for Women

Basic Purpose

A Day in the Life of your role - This is based in a call center environment, where Member Service Representatives answer inbound calls and assist members with general account questions through various channels including phone, chat, email, etc.
  • Assist members with service needs related to their accounts.
  • Connect members with applications and products to meet their financial needs (consumer/mortgage/equity loans, overdraft protection and credit card applications)
  • Educate current and prospective members about Navy Federal's products and
services
  • Understand and comply with federal and other regulations relating to financial
  • Identify opportunities to cross service products and increase product usage
  • Interact tactfully and effectively in difficult situations
  • Perform account transactions and adjustments.
products and services (training will be provided)
A successful teammate looks like………
  • Ability to build effective relationships through rapport, trust, diplomacy and tact
  • Possess research, analytical, and problem-solving skills
  • Exercise active listening skills to respond to inquiries and account requests
  • Effective skill exercising initiative and using good judgment to make sound decisions
  • Ability to work independently and in a team environment
  • Basic skill in resolving member/customer problems
  • Basic skills navigating multiple screens and PC applications and adapting to new technologies
  • Possess organizational, planning and time management skills
  • Effective verbal and written communication skills
  • Basic skills maintaining composure in a high production and changing environment

Meaningful Rewards for You……
  • Stability – Navy Federal is approaching 100 years in business
  • Upward mobility (eligible for internal career moves after 6 months)
  • Paid time off
  • 401k program with highly competitive match
  • Employer sponsored pension plan
  • Medical, dental, vision
  • Health and wellness perks
  • Tuition reimbursement
  • On-site career training

Additional Info
  • Shift premiums available for night and weekend schedules.
  • Additional compensation may be available for achieving competency and/or proficiency milestones.
  • Starting pay ranges from $19.50 to $23.00 hourly
  • Corporate incentive plan eligibility (0%-18% annual bonus based on individual and organization performance levels)

Hours: Our Call Center operates 24/7: hours based on business needs.
Location: 141 Security Dr. Winchester, VA 22602
Navy Federal is now hybrid! Our standard enterprise requirement for a hybrid schedule is to report on-site 4-16 days each month. The number of days reporting on-site will ultimately be determined by the employee's leadership and business unit needs. You will learn more throughout the hiring and on boarding process.
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.
Posting End Date: 4/23/2023
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.

Equal Employment Opportunity

Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability
COVID-19 Safety Protocols
All employees are expected to follow our COVID-19 safety protocols.
Disclaimer
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.
Bank Secrecy Act
Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
Employee Referrals
This position is eligible for the TalentQuest employee referral program. If an employee referred you for this job, please apply using the system-generated link that was sent to you.