Member Service Representative (Part-Time) - Nautilus Park
Navy Federal Credit Union - Nautilus Park, CT

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Basic Purpose:

To provide members and prospective members the full range of products and services offered by Navy Federal Credit Union including depository accounts such as checking, savings, certificate IRA, revocable trust and estate accounts; consumer and real estate lending products; and credit/debit cards.

1 Performs platform banking functions.
· Processes deposits, withdrawals, loan payments and cash advances as well as issuing Visa gift cards and Travelers Cheques
· Identifies members and ensures received checks are acceptable
· Opens/closes accounts; check re-orders; stop payments/special handling; and reissuing, reinstating and canceling debit cards
· Answers member questions regarding provided services and performs a variety of account maintenance functions (e.g., account balances and activity; transfers and adjustments; etc.)
· Reviews account information for restrictions and funds availability; provides information on account status and account actions
· Processes bank wires, Western Unions, and ACH originations
· Updates and/or corrects records and system displays (e.g., address, military rank, telephone numbers, etc.)
· Provides Notary Services, if commissioned

2 Counsels current and prospective members about Navy Federal products and services in English
· Screens membership applications and determines applicants' eligibility
· Cross sells products and services; when appropriate, refers members to Navy Federal Investments and Insurance, Trust Services, or Small Business Services
· Interviews and counsels members about financial matters and credit union products and services
· Educates and assists members with electronic and on-line services and benefits such as the ATM network, Utility Deposit Guarantee Program, asset and payment protection plans, and savings life insurance

3 Analyzes and researches problems related to financial accounts
· Initiates investigative or corrective procedures including granting exceptions and waiving fees within authorized limits
· Interviews and assists members with ATM discrepancies and fraudulent account activity claims
· Obtains signed forgery affidavits and other supporting documents
· Contacts appropriate credit union personnel to initiate account adjustments and other corrective actions
· Remains alert to situations and patterns of activity which indicate possible account fraud or abuse by reviewing account history and fraud information updates
· On behalf of Navy Federal Collections, collects delinquent and over limit account balances; refers to Collectors if efforts are unsuccessful

4 Ensures cash and other entrusted negotiable instruments are handled appropriately
· Reconciles daily the initial cash on hand, closing cash balances, and total amount of funds received and disbursed
· Serves as Assistant Treasurer and signs withdrawal checks within limits of authority
· Balances and replenishes ATMs
· Verifies ATM deposits and ensures checks are properly endorsed and negotiable

5 Assists members with submitting consumer/mortgage/equity loan, overdraft protection, and credit card applications
· Reviews debt to income ratios, the value of collateral offered, and counsels members about loan options, products and services
· Determines appropriate repayment terms and lending type and advises related interest rates in accordance with Navy Federal lending guidelines
· Obtains payoff information on existing loans, verifies employment, and additional information as requested
· Enters applications into loan input system and monitors status of loans in progress
· Retrieves and prints approved consumer loan documents and drafts; identifies discrepancies and takes corrective action
· Disburses approved consumer loans and accompanying documents or special instructions to members
· If designated as a consumer loan officer: reviews, analyzes and, within authorized limits, approves consumer loan applications and promissory note error requests
· May recommend loan disapprovals to Senior Loan Officers at headquarters
· Advises members of disapproved applications, provides guidance about how to improve their financial positions and/or informs members of Navy Federals' Personal Finance Management program

Levels of Responsibilities:

G/L 72 : Job Code 5218
· Typically receives guidance and instructions from management and higher level Member Service Representatives (MSR’s)
· Performs basic platform banking functions such as greeter station; opening/closing core accounts (membership, checking, credit card, NFO, certificates); check orders; stop payments; debit card origination/maintenance; processing bank wires, Western Unions, and ACH originations; and basic account maintenance
· Refers members to senior team member for further analysis of potential product and service needs
· Interprets and resolves basic account discrepancies

G/L 73 : Job Code 5218

· Receives moderate guidance and instructions from management and higher level (MSR’s) · Provides cross-servicing product assistance · Assists level 1 team members · Performs intermediate platform banking functions · Assists with situations pertaining to policies and procedures and automated/on-line services · Researches and analyzes account data to effectively resolve multiple types of account problems

G/L 74: Job Code 5218
· Works independently with limited guidance
· Processes more complex savings and lending transactions
· Mentors level I and II team members
· Performs more complex functions such as taking member loan applications and IRA origination/maintenance
· Performs advanced cross-servicing product assistance
· Performs loan officer functions with Level One Authority and process ATM transactions
· Resolves the more complex situations pertaining to policies and procedures, automated on-line services, loan analysis and loan approvals
· Researches and analyzes account data to effectively resolve multiple types of complex account problems



Basic teller/cashier experience and/or basic customer service experience that included cash handling
Proficiency speaking, reading, writing, and communicating in English
Effective interpersonal skills and the ability to deal tactfully and effectively with individuals in difficult situations
Ability to work accurately with numbers and perform basic mathematical calculations
Ability to work in a high volume customer service environment
Familiarity in the use of a PC and associated software and the ability to navigate multiple screens on a PC

Demonstrated platform banking experience (with or without teller experience) and/or higher education of at least an Associates (two-year) degree or equivalent college coursework (approximately 60 credit hours)
Ability to exercise judgment, logic, and initiative; to work independently; maintain confidentiality and demonstrate integrity
Skill in interpreting, understanding, and explaining written and oral regulations, instructions and procedures in English
Effective organization, time management, and problem solving skills that demonstrate the ability to meet deadlines, work productively and accurately, and manage multiple tasks

Extensive platform banking experience, skills should be highly advanced (ex: mortgage lending, consumer lending, business banking)
Extensive experience in progressively responsible positions which demonstrates strong skills in research, analysis, and/or problem definition/solution
Demonstrated ability to exercise initiative, independent judgment, and make sound recommendations
Excellent interpersonal skills to deal diplomatically and effectively
Demonstrated analytical skills
Completion of mortgage training and competence with mortgage counseling
Achievement of a passing score on Loan Officer Assessment


Experience in a customer service position, preferably in a financial institution, which included duties such as operating and balancing a cash drawer and/or providing face-to-face customer assistance


To Be Determined

Equal Employment Opportunity

Navy Federal Credit Union values, celebrates and enacts diversity in the workplace. EOE/AA/M/F/V/D

Address: Nautilus Park, US, Navy Housing area 24 Sailfish Dr Groton, CT 06340

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"Once a member, always a member," promises Navy Federal Credit Union (NFCU). This policy has helped NFCU become one of the...