About this role
Overview To provide diverse administrative support to Financial Advisors (FAs). To provide through various media channels information regarding Navy Federal Financial Group (NFFG) products and services to clients/potential clients, third parties (e.g., merchants, financial institutions, etc.) and employees. To establish a positive member experience, optimal satisfaction and retention, meet and growth goals while ensuring compliance to federal, state and agency regulations, industry standards, and Navy Federal processes, procedures and standards.
Responsibilities
Respond promptly and appropriately to member telephone, digital chat, and all forms of communications inquiries (e.g., account status, address change requests, password resets, update member files, etc.)Assist in responding to client inquiries through various media channels; verify Customer Personal Identity (CPI) during client interactionExecute first call resolution through research and follow-up; may redirect calls to other NFIS staff, NF business units, and vendorsAssist in establishing and maintaining client relationships; determine client needs, overcome objections and/or transfer to appropriate registered staff or designated areaIndependently and proactively make outbound calls to members, wholesalers, and back-office personnel to resolve rejected paperwork issues; schedule, confirm and track referrals and appointmentsAssess and determine appropriate resolution/response to challenging and/or sensitive situations using appropriate and tactful customer service communicationsReview client account(s) and activities, assess needs, apply targeted questions to research, respond to inquiries, create cross servicing opportunities, and increase product penetrationIdentify account irregularities, potential fraud and abuse, governed by Bank Secrecy Act (BSA)/Anti- Money Laundering (AML); document/inform management and/or other appropriate areas of potential security breachUtilize systems with advanced access to perform complex account set up and maintenanceAssist with account set up and changes, prepare account portfolio reviews and financial plans, and ensure recordation and retention following NFIS and industry processes and proceduresPrepare and review client paperwork pre and post appointment, ensure paperwork is accurate, complete, and current with industry and agency regulationsExecute, as directed by management or FA, advanced account set up and changes, prepare account portfolio reviews and account hypotheticals, and ensure recordation and retention following NFIS and industry processes and proceduresStay abreast of federal, industry and/or agency regulations, Navy Federal security updates, fraud alerts, NFIS compliance, policies and procedures, new products and services, system changes, and current marketing effortsSchedule, coordinate, and track expenditure, new business, and appointment results from various marketing initiativesAssist with unsolicited tradesAssist in training and onboarding new Qualifications
FINRA Series 7, combination of NASAA Series63/65 65 or 66 registration and state Life & Health Insurance LicenseExperience in an administrative support capacity, preferably in member/customer service or financial servicesFamiliarity with financial transaction/processing related responsibilitiesFamiliarity with financial institution and lending practices, principles, and regulationsWorking knowledge and use of multiple systems to reference/record account information and conversations regarding member interactions, needs, and account activitiesAbility to work independently and in a team environmentEffective verbal and written communication skillsEffective skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomesEffective skill interacting with staff, management, vendors, and members diplomatically and tactfullyAdvanced customer service focus and relationship management skillsAbility to remain calm and courteous under pressure while dealing with internal & external members/customersEffective skill building effective relationships through rapport, trust, diplomacy, and tactAbility to interpret and explain regulation, instructions, and proceduresEffective skill exercising initiative and using good judgment to make sound decisionsEffective organizational, planning and time management skillsEffective research, analytical, and problem-solving skillsEffective skill performing mathematical calculations and working accurately with numbersWorking knowledge of products, services, processes, requirements, and systems related to the business unitEffective skill in comprehending, analyzing, applying, and communicating complex written legal documentsEffective skill maintaining accuracy with attention to detail and meeting deadlinesExperience with managing multiple priorities independently and/or in a team environment to achieve goalsEffective skill navigating multiple screens and PC applications and adapting to new technologiesEffective word processing and spreadsheet software skills Desired Qualifications
Advanced knowledge of investment and insurance productsAdvanced knowledge of Navy Federal/NFIS's functions, philosophy, organization, programs, policies, and proceduresBachelor's degree in Business Administration, Finance or Management or related discipline or related professional experience Additional Information Hours:
Monday - Friday, 8:30 AM - 5:00 PM (Hybrid) Locations:
820 Follin Lane, Vienna, VA 221805510 Heritage Oaks Dr. Pensacola, FL 325264 Concourse Parkway Suite #100 Sandy Springs, GA 30328 3300 Olympus Blvd, Suite 550, Coppell, TX 75019 About Us Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks. Our approach to careers is simple yet powerful: Make our mission your passion. • FORTUNE 100 Best Companies to Work For® 2026 • Yello and WayUp Top 100 Internship Programs 2025 • Computerworld® Best Places to Work in IT 2026 • Most Loved Workplace - America's Top Most Loved Workplaces® 2025 • 2025 PEOPLE® Companies That Care • Newsweek Most Trustworthy Companies in America 2026 • Military Times 2025 Best for Vets Employers • Forbes® 2026 America's Best Large Employers • Forbes® 2025 America's Best Employers for New Grads • Forbes® 2025 America's Best Employers for Tech Workers • 2025 RippleMatch Campus Forward Award Winner for Overall Excellence • Military.com Top Military Spouse Employers 2025 • 2026 Handshake Early Talent Award • Newsweek America's Greatest Workplaces for Culture, Belonging and Community 2026 From Fortune Magazine. © 2026 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune 100 Best Companies to Work For are registered trademarks of Fortune Media IP Limited and are used under license. Fortune Magazine, Fortune Media (USA) Corporation, and its affiliates are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union. Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law. Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at [email protected] or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status. 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. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site. Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process. Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.