Member Service Representative (Full-Time) - South Tampa

About the role

To perform the most complex banking functions with discretion while serving as a subject matter expert. The MSR IV provides mentorship, operational support, and guidance to peers and new employees. This role responds to escalated member issues, supports specialized areas, and contributes to team engagement and training initiatives. This position is eligible for the TalentQuest employee referral program.

Responsibilities

• Serve as a primary escalation resource for complex, sensitive, or urgent member inquiries
• Analyze and resolve account discrepancies, including fraud concerns and compliance issues
• Provide detailed lending guidance, including product information and rate explanations
• Identify and mitigate fraud risks, account abuse, and unusual activity patterns
• Initiate fee adjustments, rate modifications, and service accommodations within authority limits
• Ensure compliance with all applicable financial regulations and institutional policies
• Serve as a mentor/trainer, providing guidance to less experienced MSRs
• Maintain team training programs and update materials as needed
• Assist with implementing new procedures, policies, and service initiatives
• Serve as a branch specialist in an operational or product-specific area
• Support team engagement efforts, fostering a positive and professional work environment
• Conduct external financial outreach, participating in local events and educational presentations
• Counsel members on financial wellness, identifying opportunities to deepen relationships
• Ensure accurate and compliant handling of cash, negotiable instruments, and transactions
• Assist with branch vault procedures, including opening, closing, and balancing
• Serve as a Branch Office and/or ATM vault custodian
• Perform other duties as assigned

Requirements

• Expert skill building effective relationships through rapport, trust, diplomacy, and tact
• Expert research, analytical, and problem-solving skills
• Expert skill working independently and in a team environment
• Expert skill maintaining composure in a high-production and changing environment
• Expert knowledge of deposit and loan products, services, and operational procedures
• Advanced skill navigating multiple systems efficiently and adapting to evolving technologies
• Expert skill exercising sound judgment and making informed decisions
• Advanced skill embracing and supporting change initiatives in a dynamic and continuously evolving environment
• Expert verbal and written communication skills to engage with members and colleagues

Qualifications

• Associate's Degree in Finance, Accounting, Business Administration or the equivalent combination of training, education, and experience
• Significant experience in financial services, retail banking, or a credit union environment

Schedule

Available Monday – Saturday; hours based on business needs.

Location

4530 S Dale Mabry Hwy, Tampa, Florida 33611. Based upon business needs, this position may require working at or transferring permanently to neighboring branches within a reasonable commuting distance.

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.

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