Member Service Representative (Part-Time) - Offutt AFB

Company Name:
Navy Federal Credit Union
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
6 Performs other related duties as assigned
May assist with Branch Office vault opening, closing, and balancing procedures
May serve as a Branch Office and/or ATM vault custodian
Acts as a mentor and/or assists with the development and training of new and lower level team members
Levels of Responsibilities:
Level I:
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
Level II:
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
Level III:
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
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
Location:3604 Twin Creek Dr, Suite 106, Bellevue, NE 68123
Equal Employment Opportunity
Navy Federal Credit Union values, celebrates and enacts diversity in the workplace. EOE/AA/M/F/V/D

Don't Be Fooled

The fraudster will send a check to the victim who has accepted a job. The check can be for multiple reasons such as signing bonus, supplies, etc. The victim will be instructed to deposit the check and use the money for any of these reasons and then instructed to send the remaining funds to the fraudster. The check will bounce and the victim is left responsible.