Member Associate

Job description

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. - 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...