What are the responsibilities and job description for the Member Service Representative - (Hybrid) position at Shuvel Digital?
Job Description:
- Analyze, research and resolve problems and discrepancies of complex nature, related to member accounts
- May advise current and prospective members by clearly articulating information about Navy Federal's products, services, and channels
- Identify opportunities to cross service products and increase product penetration
- Perform complex/difficult platform banking functions
- Effectively perform all duties and actions required to assist members when providing phone support
- Understand and comply with federal and other regulations relating to financial products and services
- Assist Outreach and Engagement team member with processing new membership applications and related procedures
- Assist members with opening/closing accounts including member requested products and services. Excludes all lending products.
- Exhibit highest level of commitment to organizational success and members' and/or internal customers' satisfaction
- Work independently in a distraction free environment
- Recognize and report fraud and financial abuse patterns of accounts, products, and services
- Maintain knowledge of and ensure compliance to all applicable federal and state laws, rules, regulations and Navy Federal policies and procedures
- Maintain an advanced awareness of security risks in the areas of member identification, membership eligibility and confidentiality
- Ad hoc reviews
- Perform other duties as assigned
Real world view:
Conceptually this position is a hybridization of a tenured MSR with some mild administrative functions less the lending and branch related responsibilities. Possibly some Membership Specialist style Out bound calling responsibilities if bandwidth permits. This contractor will primarily process new membership applications in UAD, fulfil non lending requests, generate direct deposit forms, and may contact the respective new members to facilitate an on boarding experience. Likely, they will process between 3,500-4,000 new member applications and on board the vast majority via Out bound calls. They may assist with a handful of ad hoc monthly reports, manually reporting of production details related to new membership applications for audit/ QA purposes, and may assist with retention out bound calls related to potential Escheatment members. I anticipate the self-paced training may take about 2-3 weeks for the immediate skill set. An additional training of 3-5 days for Escheatment after the initial skill is established.
