Senior Member Service Representative (Full-Time) - Centennial

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; lending products; and credit/debit cards. To perform the most complex universal banking functions with considerable discretion. To serve as a subject matter expert regarding all MSR responsibilities and respond to escalated, complex, sensitive, and/or urgent inquiries relating to members accounts. Foster a positive and professional work environment, open, approachable, and genuine. May travel to other branches to provide operational support when required.

• Analyze, research and resolve problems and discrepancies related to member accounts/loans
• Counsel current and prospective members about Navy Federal's products and services
• Ensure cash and other negotiable instruments are handled properly
• Identify patterns of activity indicating possible fraud or account abuse
• Initiate fee adjustments and/or other monetary incentives for members within scope of authority
• Perform complex/unusual platform banking functions
• Provide mortgage information to members regarding products, services, policies & rates
• Seek and leverage opportunities to conduct outside marketing and promotional activities to members and potential members through financial presentations, local events and realtor/trade shows and events
• Serves as Assistant Treasurer and signs withdrawal checks within limits of authority
• Understand member needs, provide unparalleled quality service and respond quickly and accurately to member requests for information, follow up and problem solving
• Maintain and communicate current knowledge of Navy Federal products/services, security updates, fraud alerts, policies, procedures, marketing initiatives, etc.
• Maintain team training programs and materials ensuring they are kept current
• Provide functional/operational support to the branch/division as business needs and workload dictates
• Serve as mentor/trainer and provide guidance and assistance to team members
• Serve as resource for the resolution of complex and/or unique problems Serve as subject matter expert regarding business functions, systems, policies and/or procedures
• Understand and comply with federal and other regulations relating to financial products and services
• Act as supervisor/manager in the incumbent's absence
• May assist with Branch Office vault opening, closing and balancing procedures
• May serve as a Branch Office and/or ATM vault custodian
• Perform other duties as assigned

• May be required to participate and complete specialized training (in Business Services, IRA, MLO, notary, etc.), per business need
• Expert knowledge of applicable NCUA and federal regulations governing consumer lending and/or credit cards, mortgage and equity loans, savings and checking accounts
• Expert knowledge of multiple financial products such as consumer or mortgage loans, credit cards, savings/checking accounts, etc.
• Expert using appropriate cross servicing techniques and member engagement methods
• Incumbent will be required, prior to the assumption of employment duties, to register with the Nationwide Mortgage Licensing System and Registry; includes fingerprinting and background checks
• Expert research, analytical, and problem solving skills
• Expert skill exercising initiative and using good judgment to make sound decisions
• Expert skill interacting tactfully and effectively in difficult situations
• Expert skill in all functions relating to cash and ATM operations
• Expert skill maintaining composure in a high production and changing environment
• Expert skill navigating multiple screens and PC applications and adapting to new technologies
• Expert verbal and written communication skills

Desired Qualification

• Associate's Degree in Finance, Accounting, Business Administration or the equivalent combination of training, education, and experience

Hours: Available Monday - Saturday, hours based on business needs. 

Location: 10860 East Briarwood Avenue, Centennial, CO 80112

Based upon business needs, this position may require working at or transferring permanently to neighboring branches within a reasonable commuting distance.

*Candidates who complete an application for the position will be sent a required online assessment to the email address listed in the application. Please be sure to check your spam and junk folders if you do not see the email in your inbox. Completing the assessment is critical to ensure that your application is considered, so please be s