Navy Federal Credit Union

Navy Federal Credit Union Jobs & Careers in Winchester, VA

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21 days ago

Member Service Representative I - CCO (Consumer Loans)

Navy Federal Credit Union Winchester, VA

1. With a focus on customer service, provides information, services and products via the telephone or other media (e.g. e-mail, chat, etc.) to… Navy Federal Credit Union

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Navy Federal Credit Union Fairfax, Virginia (Photo thanks to Flickr user mdmarkus66, available under by-nc-nd v2.0)

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244 Reviews
244 Reviews
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Navy Federal Credit Union President and CEO Cutler Dawson
Cutler Dawson
157 Ratings
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    Current Employee - Acct Services MSR I in Winchester, VA
    Current Employee - Acct Services MSR I in Winchester, VA

    I have been working at Navy Federal Credit Union full-time (less than a year)


    Pay and benefits. That's it.


    I don't know who these people are who are leaving reviews that Navy Federal is so awesome. They have to be getting paid to leave reviews like that. I do not know anyone who likes it there. It is absolutely the worst working environment that I have ever experienced. I have worked retail, convenience store, etc., and this is by far the worst job I have ever had.
    You are chained to the phone. Period. You can't go to the bathroom when you need to and you do not get to talk to coworkers. Don't expect a day off for a family funeral, your Dad's open hear surgery, your wedding day, whatever. It's not gonna happen.
    If you need a question answered, do you walk over to your supervisor's desk and ask?? Absolutely not. You send an IM and keep your butt on the phone. And good luck getting a straight answer. If you ask 3 supervisors the same question, you will get 3 different answers - try doing your job with that kind of information - yes? no? sometimes?. What are you supposed to tell the member who is on hold and waiting for an answer?
    You are monitored down to the second in everything you do. Yet people in other departments are apparently allowed to let mistakes in the phone list and on alert info go uncorrected for over a year.

    There are training bytes that you are required to do, but you are not given any time to do them. We are told to do them on our breaks.

    They have implemented a new program designed to inform the members about NF products and services. Be prepared to sound like you are in an infomercial: "Would you have a moment for me to . . . " "Does that sound like something that could be of benefit to you?" It's cheesy and degrading.

    Advice to ManagementAdvice

    Treat people like people, not robots who can be chained to phone, reciting the NF script.

    Stop wasting money on stupid things like cupcakes and cheap plastic 'gifts' for employees, and put money into providing support for MSRs who are new. We are literally thrown on the phone with virtually no support except the assist line, which can have a 20-minute wait. Why not have an experienced MSR be available for a few newbies for the first week?? Try spending money on something beneficial like that.

    Doesn't Recommend

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