Member Services Associate - Financial Guidance

Navy Federal Credit Union; San Diego (CA); Hybrid; USD 52,000 - 76,000; Full time

Job summary

Navy Federal Credit Union seeks an Administrative Support Specialist to assist Financial Advisors and handle client inquiries across phone, chat, and email channels. You will prepare paperwork, coordinate meetings, and ensure compliance with NFIS and industry regulations.

The role emphasizes accuracy, communication, and problem solving while handling sensitive financial information. You will work with multiple systems to maintain client files, set up accounts, and support relationship building

Qualifications

• FINRA Series 7 and NASAA Series63/65/66 registration and Life & Health license
• Experience in an administrative support capacity, preferably in member/customer service or financial services
• Familiarity with financial institution and lending practices, principles, and regulations

Responsibilities

• Respond promptly to member inquiries via phone, chat, and other channels.
• Verify Customer Personal Identity (CPI) during client interaction.
• Execute first call resolution through research and follow-up; may redirect calls to NFIS staff, NF business units, or vendors.
• Assist in establishing and maintaining client relationships; determine client needs and transfer to appropriate staff.
• Independently schedule and track referrals and appointments; outbound calls to members and back-office personnel.
• Assess and resolve challenging situations using tactful customer service communications.
• Review client accounts, identify needs, and create cross servicing opportunities.
• Identify account irregularities and potential fraud per BSA/AML guidelines; report to management.
• Use systems for complex account setup and maintenance; ensure accuracy and retention of records.
• Assist with account setup, portfolio reviews, and compliance with NFIS processes.
• Stay updated on regulations, security updates, and marketing initiatives.

Skills

Customer service

Communication

Problem solving

Multi-tasking

Teamwork

Attention to detail

Education

Bachelor's degree in Business Administration, Finance or Management

Tools

CRM systems

Microsoft Office

Job description

Navy Federal Credit Union seeks an Administrative Support Specialist to assist Financial Advisors and handle client inquiries across phone, chat, and email channels. You will prepare paperwork, coordinate meetings, and ensure compliance with NFIS and industry regulations.

The role emphasizes accuracy, communication, and problem solving while handling sensitive financial information. You will work with multiple systems to maintain client files, set up accounts, and support relationship building