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How much do member service representative navy federal jobs pay per hour?

As of Jun 14, 2026, the average hourly pay for member service representative navy federal in the United States is $15.91, according to ZipRecruiter salary data. Most workers in this role earn between $12.02 and $18.99 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Member Service Representative at Navy Federal, and why are they important?

To thrive as a Member Service Representative at Navy Federal, you need strong customer service skills, attention to detail, and a high school diploma or equivalent. Familiarity with banking software systems, cash handling procedures, and basic financial products is typically required. Excellent communication, problem-solving abilities, and a positive attitude help you build rapport with members and address their needs effectively. These skills ensure accurate transactions, member satisfaction, and uphold the credit union's reputation for quality service.

What is the 91-3 rule with Navy Federal?

The 91-3 rule for a Member Service Representative at Navy Federal typically refers to a policy related to account or transaction limits, such as a restriction on certain activities within 91 days or 3 transactions. It is important for representatives to understand specific internal policies and compliance standards to assist members effectively.

How much does a member service representative make at Navy Federal Credit Union?

A Member Service Representative at Navy Federal Credit Union typically earns an average hourly wage of around $16 to $20, which translates to approximately $33,000 to $41,600 annually for full-time positions. Compensation can vary based on experience, location, and specific responsibilities within the role.

Is it hard to get hired at Navy Federal?

Getting hired as a Member Service Representative at Navy Federal typically involves a competitive application process that includes submitting an online application, passing assessments, and participating in interviews. Candidates with strong customer service skills, relevant experience, and a good understanding of financial products tend to have better chances of being hired.

What does a Member Service Representative do at Navy Federal?

A Member Service Representative at Navy Federal assists members with their banking needs, such as opening accounts, processing transactions, and answering questions about products and services. They provide high-quality customer service, help resolve member concerns, and ensure confidentiality and accuracy in all interactions. These representatives are often the first point of contact, making them essential for delivering a positive banking experience.

What are some common challenges faced by Member Service Representatives at Navy Federal, and how can they be effectively managed?

Member Service Representatives at Navy Federal often encounter challenges such as handling high call volumes, assisting members with complex account inquiries, and adapting to evolving banking technologies. To manage these effectively, it's important to stay organized, make use of available training resources, and communicate clearly with both members and team members. Developing strong problem-solving skills and remaining patient under pressure will also help ensure positive member experiences and personal job satisfaction.

What is a member service representative at Navy Federal?

A member service representative at Navy Federal is responsible for assisting members with their financial needs, such as account inquiries, transactions, and loan applications. They provide customer service through in-person, phone, or online channels and often require knowledge of banking products and strong communication skills.
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Infographic showing various Member Service Representative Navy Federal job openings in the United States as of June 2026, with employment types broken down into 100% Full Time. Highlights an 89% In-person, and 11% Remote job distribution, with an average salary of $33,096 per year, or $15.9 per hour.
Member Service Representative II - Mortgage Loan Originator, Contact Center Operations

Member Service Representative II - Mortgage Loan Originator, Contact Center Operations

Navy Federal Credit Union

Pensacola, FL • On-site

Full-time

Posted 13 days ago

Navy Federal Credit Union rating

8.1

Company rating: 8.1 out of 10

Based on 263 frontline employees who took The Breakroom Quiz

58th of 138 rated financial services

Job description

Job Description
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 mortgage and/or other Navy Federal accounts. May perform transactions or related functions for savings, checking, consumer loans, credit cards, IRAs and/or other Navy Federal accounts. To advise members of other products and services that may fit their needs and provide opportunities for positive member interaction.
This position is eligible for the TalentQuest employee referral program. If an employee referred you for this job, please apply using the system generated link that was sent to you.
Responsibilities
  • Provide mortgage information to members regarding products, services, policies and rates Basic/Routine
  • Respond to inquiries about mortgage applications, processing status, problems and concerns
  • Review and evaluate mortgage loan applications to ensure viability (member's debt to income ratio and compensating factors) and compliance with Federal and Navy Federal guidelines, etc.
  • Implement and update automatic member payment options for mortgage and equity loans
  • Provide member service via phone or other media as available (e.g. email, chat, etc.) Moderately complex/Varied
  • Protect and verify identity of caller; review account information for alerts and account irregularities
  • Take action and respond to situations/patterns of activity indicating potential fraud or abuse
  • Understand and comply with federal and other regulations relating to financial products and services
  • Analyze, research and resolve problems and discrepancies related to member accounts/loans Moderately complex/Varied
  • Counsel current prospective members about Navy Federal's products and services Under supervision
  • Execute first call resolution; may require research, follow-up, return calls
  • Identify opportunities to cross service products and increase product penetration
  • Perform account transactions Moderately complex/Varied
  • Initiate fee adjustments and/or other monetary incentives for members within scope of authority (need reapproval)
  • Effectively perform all duties required for MSRs - CCO Moderately complex/Varied
  • Perform other duties as assigned

Qualifications
  • Incumbent will be required, prior to the assumption of employment duties, to register with the Nationwide Mortgage Licensing System and Registry; includes fingerprinting and background checks
  • Experience in member/customer service preferably in a call center, retail banking or financial institution
  • Experience in managing multiple priorities independently and/or in a team environment to achieve goals
  • Effective skill in producing desired results and achieving goals and objectives
  • Effective skill maintaining composure in a high production and changing environment
  • Effective skill navigating multiple screens and PC applications and adapting to new technologies
  • Effective skill performing basic mathematical calculations and working accurately with numbers
  • Effective active listening skills to accurately respond to inquiries and account requests
  • Effective skill exercising initiative and using good judgment to make sound decisions
  • Effective skill building effective relationships through rapport, trust, diplomacy and tact
  • Effective verbal and written communication skills
  • Effective skill interacting tactfully and effectively in difficult situations
  • Effective organizational, planning and time management skills
  • Effective skill in resolving member/customer problems

Desired Qualifications
  • Experience in the mortgage lending industry
  • Experience in high volume call center situations
  • Working knowledge of accounting, credit and/or lending principles and techniques
  • Working knowledge of NFCU Contact Center procedures, policies and practices
  • Familiarity with savings and checking products, accounts and services
  • Familiarity with applicable NCUA and federal regulations governing consumer lending, credit cards, mortgage and equity loans, and/or savings and checking accounts
  • Familiarity with NFCU mortgage products, services, programs, policies and procedures
  • Experience in a sales, cross selling or up-selling environment

Additional Information
Hours:
  • Multiple shifts available starting at 11:00AM CST and later

Location:
  • 5510 Heritage Oaks Drive, Pensacola, FL 32526

About Us
Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.
Our approach to careers is simple yet powerful: Make our mission your passion.
  • FORTUNE 100 Best Companies to Work For® 2025
  • Yello and WayUp Top 100 Internship Programs
  • Computerworld® Best Places to Work in IT
  • Newsweek Most Loved Workplaces
  • 2025 PEOPLE® Companies That Care
  • Newsweek Most Trustworthy Companies in America
  • Military Times 2025 Best for Vets Employers
  • Best Companies for Latinos to Work for 2025
  • Forbes® 2025 America's Best Large Employers
  • Forbes® 2025 America's Best Employers for New Grads
  • Forbes® 2025 America's Best Employers for Tech Workers
  • 2025 RippleMatch Campus Forward Award Winner for Overall Excellence
  • Military.com Top Military Spouse Employers 2025
  • 2025 Handshake Early Talent Award

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.
Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.
Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at medicalaccommodations@navyfederal.org or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.
Disclaimers: Navy 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. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.
Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

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About Navy Federal Credit Union

Sourced by ZipRecruiter

Navy Federal Credit Union, based in Vienna, Virginia, United States, is a significant player in the financial services industry. Their official website is navyfederal.org. With its roots dating back to 1933, it was initially established to provide credit to Navy members. Over the years, Navy Federal has magnified its scope, evolving into a full-service credit union serving all branches of the military, the Department of Defense, veterans, and their families. The company’s core values include integrity, service, education, and leadership. Navy Federal aims to be the most preferred and trusted financial institution serving the military and their families.

Industry

Finance and insurance

Company size

10,000+ Employees

Headquarters location

Vienna, VA, US

Year founded

1933

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