Soft Skills
These four Member Experience Standards are the underlying goal that MSRs are expected to strive towards during each member interaction.
Know Me, Help Me, Show Me and Reassure Me.
If the member can remember this, then it will not be necessary to complete OTP before resetting their password for online banking.
The codeword.
This department would help a member send a wire for closing costs on a new home purchase.
Advanced Account Services.
This annual perk, available to Full Time and Part-Time Employees, could be used for funding a trip to Disney, paying off debt, or making your first down payment on a brand new robot servant for your home.
PIP!
This is the expiration date for a member level note after completed OTP.
No Expiration
We are expected to address Active Duty or Retired Military members by rank unless this alert is present on the caller's profile.
Do Not Address by Rank
If the member has changed their debit card PIN within the last 7 days, you will still be required to complete OTP before processing this particular request, regardless of amount or presence of codeword.
Debit Card Limit Increase
Account Services
This resource, available in quantities of 9 hours per quarter, is one way Navy Federal encourages it's employees to work towards taking their careers to the next level.
Development Time
This is the amount of time you are permitted to hold when a member escalates, requesting to speak to a supervisor.
There is no specific time. This is a required warm transfer.
Not to be confused with the controversial flavor enhancing food additive of the same name, use of this tool is one way for MSRs to create a "WOW moment" for a member.
MSG (Member Service Guarantee)
If the member cannot recall their codeword and is unable to pass OTP, these will be their only remaining options.
Submit their request in writing or visit their local branch.
This department would assist a member who's Zelle profile has been suspended.
Zelle
No helmets, suits or shuttles necessary, this interactive platform was designed as a place for us to further develop our own careers, and possibly even help others develop their careers.
Career Space
This is the expiration date for a member level note after utilizing the Funds Availability Calculator to advise a member when their recent deposit will be available.
30 days.
In spite of its "punny name", this online resource is not a collection of Navy Federal's favorite "Dad Jokes", but rather an expansive resource offering tools, articles and educational resources for our members to help them make more informed decisions.
MakingCents
Use of this tool is considered a requirement when completing any High Risk Transaction.
High Risk Wizard
This is the department a member would speak to when needing to process a debit card limit increase of $15k.
Account Services
Whether it's your birthday, or you just need a day of self-care to set aside some time for yourself, this leave request is available to all employees to use once a year.
Personal Day
This is the expiration date for the account level note you will place after advising the member that their direct deposit is not eligible for early release at time of request.
One year.
This polite first step is one we want to make sure we do not miss before placing a member on hold.
Asking the member for their permission.
This is the expiration date for the member level note you will leave when a member forgets their codeword and then either edits, deletes or keeps the same codeword.
No Expiration
This is the department a member would need to speak to who is wanting to order checks for their business account(s).
Business Membership
Members are the mission and for 8 hours a year, Navy Federal will pay you to give back to the community! This is the hub you can visit to search for ways to get involved.
NF Serves / Navy Federal Serves
This is the expiration date for the note you will leave after removing a Suspicious Person Alert from a member's profile.
One year.