Member Associate

Jobtailor

San Diego (CA)

On-site

USD 55,000 - 75,000

Full time

14 days+

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Job summary

Navy Federal Credit Union is seeking an administrative support role to assist Navy Federal Investment Services (NFIS) phone operations, digital chat, and Financial Advisors. You will handle inquiries, verify CPI, and help maintain client relationships with attention to compliance and accuracy.

The role emphasizes collaboration with NFIS teams and requires strong customer service, communication, and problem-solving skills in a hybrid San Diego environment.

Qualifications

Strong teamwork and collaboration abilities.
Experience in administrative support or customer service.
Knowledge of financial transactions, lending practices, and compliance.

Responsibilities

Respond promptly to member inquiries via phone, digital chat, and other channels.
Verify CPI during client interaction and document findings.
Resolve issues and escalate to appropriate NFIS staff or units as needed.
Maintain and review client files and accounts, ensuring accuracy and compliance.

Skills

Team collaboration

Customer service

Communication skills

Problem-solving

Attention to detail

Time management

Education

Bachelor's degree in Business Administration, Finance or Management

Tools

NFIS systems

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.

Responsibilities

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
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 and post appointment, ensure paperwork is accurate, complete, and current with industry and agency regulations
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 in training and onboarding n

Qualifications

Self-motivated, results driven, team player with strong ability to collaborate with others
Experience in an administrative support capacity, preferably in customer service or financial services
Familiarity with financial transactions/processing, lending practices, principles, and compliance/regulations
Knowledge and use of multiple systems to reference/record account information and conversations regarding member interactions, needs, and account activities
Familiarity with investment products, services, processes, requirements, and systems
Effective skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
Advanced customer service and relationship management skills
Ability to remain calm and courteous under pressure while dealing with internal and external members/customers
Effective skill building relationships with staff, management, vendors, and members through rapport, trust, diplomacy, and tact
Ability to interpret and explain regulations, 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
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 verbal and written communication skills
Effective skill navigating multiple screens and PC applications and adapting to new technologies
Effective word processing and spreadsheet software skills

Desired Qualifications

Bachelor's degree in Business Administration, Finance or Management or related discipline or related professional experience
Working knowledge of Navy Federal/NFIS products and services
Working knowledge of Navy Federal/NFIS's functions, philosophy, organization, programs, policies, and procedures
FINRA Series 7, combination of NASAA Series 63/65or 66 registration and state Life & Health Insurance License

Additional Information

Hours:

Monday - Friday, 8:30 AM - 5:00 PM PST (Hybrid)

Location:

9999 Willow Creek Rd. San Diego CA 92131

About Us

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.Our approach to careers is simple yet powerful: Make our mission your passion.* FORTUNE 100 Best Companies to Work For 2026* Yello and WayUp Top 100 Internship Programs 2025* Computerworld Best Places to Work in IT 2026* Most Loved Workplace - America's Top Most Loved Workplaces 2025* 2025 PEOPLE Companies That Care* Newsweek Most Trustworthy Companies in America 2026* Military Times 2025 Best for Vets Employers* Forbes 2026 America's Best Large Employers* Forbes 2025 America's Best Employers for New Grads* Forbes 2025 America's Best Employers for Tech Workers* 2025 RippleMatch Campus Forward Award Winner for Overall Excellence* Military.com Top Military Spouse Employers 2025* 2026 Handshake Early Talent Award* Newsweek America's Greatest Workplaces for Culture, Belonging and Community 2026From Fortune Magazine. 2026 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune 100 Best Companies to Work For are registered trademarks of Fortune Media IP Limited and are used under license. Fortune Magazine, Fortune Media (USA) Corporation, and its affiliates are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.

Overview

Responsibilities

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
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 and post appointment, ensure paperwork is accurate, complete, and current with industry and agency regulations
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 in training and onboarding n

Qualifications

Self-motivated, results driven, team player with strong ability to collaborate with others
Experience in an administrative support capacity, preferably in customer service or financial services
Familiarity with financial transactions/processing, lending practices, principles, and compliance/regulations
Knowledge and use of multiple systems to reference/record account information and conversations regarding member interactions, needs, and account activities
Familiarity with investment products, services, processes, requirements, and systems
Effective skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
Advanced customer service and relationship management skills
Ability to remain calm and courteous under pressure while dealing with internal and external members/customers
Effective skill building relationships with staff, management, vendors, and members through rapport, trust, diplomacy, and tact
Ability to interpret and explain regulations, 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
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 verbal and written communication skills
Effective skill navigating multiple screens and PC applications and adapting to new technologies
Effective word processing and spreadsheet software skills

Desired Qualifications

Bachelor's degree in Business Administration, Finance or Management or related discipline or related professional experience
Working knowledge of Navy Federal/NFIS products and services
Working knowledge of Navy Federal/NFIS's functions, philosophy, organization, programs, policies, and procedures
FINRA Series 7, combination of NASAA Series 63/65or 66 registration and state Life & Health Insurance License

Additional Information

Hours:

Monday - Friday, 8:30 AM - 5:00 PM PST (Hybrid)

Location:

9999 Willow Creek Rd. San Diego CA 92131

About Us

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.

Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at medicalaccommodations@navyfederal.org or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.

Disclaimers: 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. 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. 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. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.

Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.

Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

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