• 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


  • 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.