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Navy Federal Credit Union provided pay range
This range is provided by Navy Federal Credit Union. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
$27.00/hr - $33.00/hr
OverviewTo research, analyze and resolve difficult credit card inquiries, account issues, and exceptions. Respond to and resolve difficult member issues and inquiries from various communications channels including Contact Center and Branch and ensure accurate recording of account changes. Serve as subject matter expert for Contact Center, Branch personnel, and other departments. Identify areas of improvement to processes and procedures; determine solutions, and implement enhancements/changes to improve operations, standards, and results. Work is performed under minimal supervision. Perform moderately complex/varied tasks with moderate scope and impact.
Responsibilities
Resolve issues, review program details and enhancements with existing software and external vendors
Exercise granted authority to make decisions on account actions and exceptions; maintain accountability for actions taken
Collaborate with multiple internal areas and external vendors to ensure seamless member service of credit card functions; partner with related groups to provide specialized inquiry expertise for process improvements and processes
Participates in driving continuous process improvement to improve member experience; reduce losses; minimize financial risk and maintain high operational efficiency
Serve as subject matter expert for Lending Training forums and inquiries from other business unit training areas to facilitate manual and procedure updates and additions
Evaluate, approve, and process balance transfer request exceptions
Perform account holder requests, including account closures and cardholder removals
Evaluate and process expedited credit card requests to include card issuance, convenience check requests, product changes, priority rate changes and authorized user additions/exceptions
Calculate interest payments and refunds; review appropriate payment allocation for credit card accounts
Monitor, research, and take action on exception reports via TSYS to ensure accurate account information
Validate, approve, and fulfill third-party requests (e.g., Verification of Debt, payoff requests and authorization reversals)
Perform monetary/non-monetary adjustments on deposit and corresponding credit card accounts
Conduct and/or facilitate user acceptance testing to include developing and executing test cases; communicate with project teams, and validate and document results
Stay abreast of and ensure compliance with applicable federal and state laws, rules, regulations and NFCU policies and procedures
Perform other duties as assigned
Qualifications
Working knowledge of credit card servicing regulations, processes, procedures, and systems
Working knowledge of applicable federal and state laws, rules, and regulations
Experience in accounting, research, or auditing techniques and methods in a financial institution
Experience in financial transaction/processing related responsibilities
Ability to handle multiple tasks simultaneously with a high degree of accuracy
Experience in managing multiple priorities independently and/or in a team environment to achieve goals
Experience in assimilating information, analyzing facts, and developing logical conclusions
Experience in working with all levels of staff, management, stakeholders, and vendors
Experience in working in a high volume, fast paced environment
Effective member/customer service skills
Effective research, analytical, and problem solving skills
Effective skill interacting tactfully and effectively in difficult situations
Effective skill exercising initiative and using good judgment to make sound decisions
Effective skill interpreting, explaining, and applying regulations, instructions, products and procedures
Effective skill performing mathematical calculations with a high degree of accuracy
Effective organizational, planning, and time management skills
Effective verbal and written communication skills
Effective database, word processing, and spreadsheet software skills
Associate's degree in Accounting, Finance, Business Administration, or related field
Desired Qualification(s)
Working knowledge of Navy Federal Credit Card products, services, processes, programs, policies and procedures
Working knowledge of Navy Federal functions, philosophy, operations and organizational objectives
Hours: Monday - Friday, 8:00AM - 4:30PM
Location: 820 Follin Lane, Vienna, VA 22180
About UsYou have goals, dreams, hobbies, and things you're passionate about—what's important to you is important to us. We're looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family, and passions. And we're looking for team members who are passionate about our mission—making a difference in military members' and their families' lives. Together, we can make it happen. Don't take our word for it:
Military Times 2022 Best for Vets Employers
WayUp Top 100 Internship Programs
Forbes® 2022 The Best Employers for New Grads
Fortune Best Workplaces for Women
Fortune 100 Best Companies to Work For®
Computerworld® Best Places to Work in IT
Ripplematch Campus Forward Award - Excellence in Early Career Hiring
Fortune Best Place to Work for Financial and Insurance Services
Equal Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/Disability
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
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
Seniority level
Entry level
Employment type
Other
Job function
Finance and Sales
Industries
Financial Services
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