Execute first call resolution through research and follow-up; may redirect calls to other NFIS staff
NF business units
and vendors Assist in establishing and maintaining client relationships; determine client needs
overcome objections and/or transfer to appropriate registered staff or designated area Independently and proactively make outbound calls to members
wholesalers
and back-office personnel to resolve rejected paperwork issues; schedule
confirm and track referrals and appointments Assess and determine appropriate resolution/response to challenging and/or sensitive situations using appropriate and tactful customer service communications Review client account(s) and activities
assess needs
apply targeted questions to research
respond to inquiries
create cross servicing opportunities
and increase product penetration Assist with account set up and changes
prepare account portfolio reviews and financial plans
and ensure recordation and retention following NFIS and industry processes and procedures Prepare and review client paperwork pre and post appointment
ensure paperwork is accurate
complete
and current with industry and agency regulations Stay abreast of federal
industry and/or agency regulations
Navy Federal security updates
fraudalerts
NFIS compliance
policiesand procedures
new products and services
systemchanges
and current marketing efforts Schedule
coordinate
and track expenditure
new business
and appointment results from various marketing initiatives Assist in training and onboarding new NFIS team members Self-motivated
results driven
team player with strong ability to collaborate with others Experience in an administrative support capacity
preferably in customer service or financial services