Member Service Representative (Full-Time) - Hanbury

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.

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