Apply knowledge of processes, procedures, systems, and regulations related to Savings and Checking Operations to complete a variety of day-to-day duties
Research, process, and resolve savings and checking account exception, error, returned check, and large item notification cases by applying federal regulations and Navy Federal policies and procedures
Analyze, research, and resolve multifaceted or escalated savings and checking account issues or escalate to higher level
Research adjustments and compile documentation from financial institutions and other business units to resolve inquires
Request information and documentation to clarify details or resolve cases within mandated time frames and regulations
Make decisions and recommendations within authorized monetary limits – Basic/Routine
Document, track, and monitor cases for progress to prevent or minimize financial loss to members and/or Navy Federal
Monitor various databases and web portals to ensure responses are completed and processes are followed in compliance with regulations
Identify suspicious or fraudulent activity and provide necessary documentation to Security for review
Research and analyze members' and/or business unit inquiries for related transactions, circumstances, and actions surrounding the case and determine corrective action to resolve balancing the general ledger
Initiate and/or respond to communications with members, business units, and other financial institutions
Complete account investigations and respond to actions generated by other financial institutions such as hold harmless, counterfeit, forged signature, forgery, forced endorsement, altered item, paid item and encoding errors
Monitor numerous reports and automations to ensure accurate completion of processes in compliance with regulations
Perform first level review of transactions, follow due diligence steps regarding regulations and fraud, and escalate as appropriate
Stay abreast of and ensure compliance with applicable federal, state and industry laws, regulations, and guidelines
Involved in driving continuous process improvement to increase member experience quality; reduce losses; minimize financial risk and maintain high operational efficiency
Working knowledge of time de Provide guidance to and assists in training new levels
Perform other duties as assigned
Qualifications:
Experience in interpreting and applying complex regulations, instructions, and procedures
Experience in handling multiple tasks simultaneously with a high degree of accuracy
Effective organization and problem-solving skills
Effective verbal and written communication skills, including the ability to respond tactfully to members' concerns
Ability to work independently and as a member of a team
Working knowledge of savings and checking regulations, compliance, processes, procedures, and systems
Exposure to accounting, research, or auditing techniques and methods in a financial institution
Exposure to assimilating information, analyzing facts, and developing logical conclusions
Exposure to financial transaction/processing related responsibilities
Experience in member/customer service skills
Exposure to working with all levels of staff, management, stakeholders, vendors
Effective skill following, interpreting, and applying relevant data/instructions to guidelines, procedures, practices, and regulations
Experience working in a high volume, fast paced environment
Effective skill navigating multiple screens and PC applications and adapting to new technologies
Effective active listening skills to accurately respond to inquiries and account
Education Requirements:
Advance degree in Finance or a related field, or the equivalent combination of education, training, and experience.
Bank Secrecy Section:
Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.