Registered Member Associate

Job Title

To provide diverse administrative support to Financial Advisors (FAs). To provide through various media channels information regarding Navy Federal Financial Group (NFFG) products and services to clients/potential clients, third parties (e.g., merchants, financial institutions, etc.) and employees. To establish a positive member experience, optimal satisfaction and retention, meet and growth goals while ensuring compliance to federal, state and agency regulations, industry standards, and Navy Federal processes, procedures and standards.

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

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 achieve goals

Effective skill navigating multiple screens and PC applications and adapting to new…