Member Associate

Navy Federal Credit Union; Vienna (VA); On-site; USD 42,000 - 64,000; Full time

Job summary

Navy Federal Credit Union is seeking an Administrative Support Associate to assist Navy Federal Investment Services (NFIS) phone operations, digital chat, and Financial Advisors. The role focuses on delivering accurate information about NFIS products and services while maintaining a positive member experience.

The position involves multi-channel inquiries, CPI verification, account maintenance, and compliance with federal and NFIS procedures.

Qualifications

• Experience in administrative support, preferably in customer service or financial services.
• Familiarity with financial transactions/processing, lending practices, principles, and compliance/regulations.
• Knowledge of investment products, services, processes, requirements, and systems.

Responsibilities

• Respond promptly to member inquiries via phone, digital chat, and other channels; verify CPI during interactions.
• Assist in responding to client inquiries and maintain client relationships; determine needs and transfer to appropriate staff.
• Execute first call resolution through research and follow-up; may redirect calls to NFIS staff or vendors.
• Independently schedule and track referrals and appointments; resolve rejected paperwork issues with outreach.
• Assess and resolve challenging situations with tact while maintaining compliance with procedures.
• Review client accounts and activities, ask targeted questions, and identify cross-serving opportunities.
• Identify account irregularities and potential fraud in line with BSA/AML requirements; report to management.

Skills

Administrative support

Customer service

Financial services

Regulatory compliance

Investment products

Communication

CRM systems

Relationship management

Time management

Analytical skills

Numerical accuracy

Math calculations

Attention to detail

Multitasking

Education

Bachelor's degree in Business Administration or Finance

Tools

Investment platforms

Financial systems

Regulatory systems

Job description

Overview

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

Hours:

• Monday - Friday, 8:30 AM - 5:00 PM PT

Location:

• 5550 Heritage Oaks Drive, Pensacola, FL 32526

• 1007 Electric Avenue, Vienna, VA 22180

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.

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 [e-mail] 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.