Financial Wellness & Member Services Advisor

Navy Federal; Annapolis (MD); On-site; USD 63,702,000 - 74,129,000; Full time

Job summary

Navy Federal in Annapolis, MD, seeks a full-time Member Service Representative to deliver a full range of financial products with expert service and complex transaction support on-site.

You will assist with loan applications, resolve account issues, identify potential fraud, and guide members to convenient self-service options while ensuring compliance with regulations and quality controls.

Qualifications

• 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

Responsibilities

• 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

Job description

Navy Federal in Annapolis, MD, seeks a full-time Member Service Representative to deliver a full range of financial products with expert service and complex transaction support on-site.

You will assist with loan applications, resolve account issues, identify potential fraud, and guide members to convenient self-service options while ensuring compliance with regulations and quality controls.