Business Support Specialist II

Overview

To receive escalated, moderately complex and/or urgent inquiries related to member accounts, General Ledger accounts, or Navy Federal systems, policies and procedures. To research and respond to branch and member impacting escalated situations, moderately complex account errors, and system issues under supervision. To assist with comprehensive testing and implementation of enhancements to existing software, and of new systems. Perform complex/difficult tasks with considerable latitude.

Responsibilities

• Analyze, research and resolve problems and discrepancies related to member accounts/loans
• Create and maintain clear, accurate documentation and user guides
• Collaborate with subject matter experts to ensure up-to-date content
• Ensure software/systems meet regulatory and procedural requirements
• Develop expertise in Remittance Processing systems and workflows
• Identify and detect errors/omissions; resolve or arrange for the resolution
• Involved in cross-organizational task groups concerning new automated systems, products and/or services
• Perform research for process improvements
• Recommend corrective action when discrepancies occur
• Resolve issues relating to General Ledger accounts and/or Navy Federal systems
• Test and implement software and/or processes
• Work with other business units to resolve systems and equipment issues
• Act as a resource for team members and stakeholders
• Assist with quality audits and ensure compliance
• Support multiple projects and contribute to process improvements
• Perform other duties as assigned

Qualifications

• Ability to work independently and in a team environment
• Familiarity with documentation tools and software testing
• Advanced knowledge of branch systems and processes
• Advanced research, analytical, and problem solving skills
• Advanced skill applying research and interpretation of findings to respond to requests for information
• Advanced skill exercising initiative and using good judgment to make sound decisions
• Advanced skill managing multiple tasks and deadlines with flexibility and focus
• Advanced skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations
• Advanced skill navigating multiple screens and PC applications and adapting to new technologies
• Advanced verbal and written communication skills

Desired Qualifications

• Bachelor's Degree in Accounting and Business Administration or the equivalent combination of training, education, and experience
• Experience with eDeposits (Mobile Deposit system) and EZAdmina (ATM Deposit system)
• Familiarity with Mavro (Mail), Encore, and Pega Application
• Proficiency in Asana for task management and collaboration
• Skilled in Articulate 360 and RISE for eLearning content creation
• Ability to create process visuals using Visio
• Experience with Adobe Express for graphic and content design
• Proficient in Tableau for data visualization and reporting
• SharePoint administration experience, particularly for Remittance
• Strong command of the full Microsoft Office suite
• Advanced knowledge of Navy Federal products, services, programs, policies and procedures
• Advanced knowledge of accounting, credit, and/or lending principles and techniques

Hours: Monday - Friday, 8:00AM - 4:30PM

Locations: 820 Follin Lane, Vienna, VA 22180 | 5550 Heritage Oaks Dr. Pensacola, FL 32526 | 141 Security Dr. Winchester, VA 22602

About Us