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CRC Specialist

Company: Navy Federal Credit Union
Location: Pensacola
Posted on: June 12, 2021

Job Description:


You have goals, dreams, hobbies and things you're passionate about.

What's Important to You Is Important to UsWe'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.

+ FORTUNE 100 Best Companies to Work For

+ Computerworld Best Places to Work in IT

+ FORTUNE Best Workplaces for Millennials

+ Forbes America's Best Employers

Basic Purpose

To respond to inquiries and requests from members and other individuals within a 24/7 high volume, schedule-driven and structured contact center operation (CCO). Provide information regarding Navy Federal products and services demonstrating knowledge, active listening, multiple system adaptability and engagement methods to ensure optimal member experience and customer service. Perform transactions or related functions for savings, checking, consumer loans, credit cards, IRAs and/or other Navy Federal accounts. Advise members of other products and services that may fit their needs and provide opportunities for positive member interaction. Note: Some responsibilities/qualifications may only apply to certain branches (e.g., Loan Officer - Consumer Lending).ResponsibilitiesProvide member service via phone or other media (e.g. email, chat, etc.)Protect and verify identity of caller; review account information for alerts and account irregularitiesTake action and respond to situations/patterns of activity indicating potential fraud or abuseUnderstand and comply with federal and other regulations relating to financial products and servicesAnalyze, research and resolve problems and discrepancies related to member accounts/loansCounsel current prospective members about Navy Federal's products and servicesExecute first call resolution; may require research, follow-up, return callsIdentify opportunities to cross service products and increase product penetrationPerform account transactions Basic/RoutineInitiate fee adjustments and/or other monetary incentives for members within scope of authorityEffectively perform all duties required for MSRsPerform other duties as assignedQualifications Familiarity with savings and checking products, accounts and servicesBasic skill in producing desired results and achieving goals and objectivesBasic skill maintaining composure in a high production and changing environmentBasic skill navigating multiple screens and PC applications and adapting to new technologiesBasic skill performing basic mathematical calculations and working accurately with numbersEffective active listening skills to accurately respond to inquiries and account requests Ability to work independently and in a team environment Basic skill exercising initiative and using good judgment to make sound decisions Basic skill building effective relationships through rapport, trust, diplomacy and tact Effective verbal and written communication skills Basic skill interacting tactfully and effectively in difficult situations Basic organizational, planning and time management skills Basic skill in resolving member/customer problems Desired - Exposure to high volume call center situations Desired - Exposure to member/customer service preferably in a call center, retail banking or financial institution Desired - Familiarity with accounting, credit and/or lending principles and techniques Desired - Basic skill in using appropriate cross servicing techniques and member engagement methodsHours: Shifts starting 12:00PM and laterLocation: 5550 Heritage Oaks Dr, Pensacola, FL 32526 *Due to COVID-19 and social distancing, this position will have the option to temporarily work from home with plans to return to campus at the desired location listed once Navy Federal is back to normal operations or report to campus. The specific logistics for returning to campus will be determined at a future date by individual leadership.

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/DisabilityDisclaimerNavy 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. Bank Secrecy ActRemains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.


Keywords: Navy Federal Credit Union, Pensacola , CRC Specialist, Other , Pensacola, Florida

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