Member Specialist

BRMi is seeking a Member Specialist II to process member requests, establish and maintain accounts, resolve account-related issues, and support member acquisition and retention activities across multiple communication channels, including phone, online communications, secure messages, fax, mail, and email.

Responsibilities

• Process and approve incoming member service requests received through multiple communication channels.
• Review and resolve member inquiries, account exceptions, and escalated service issues.
• Audit member accounts, identify discrepancies, and take appropriate corrective action.
• Review applications and supporting documentation for completeness, accuracy, eligibility, and regulatory compliance.
• Open and maintain various consumer and specialized deposit accounts.
• Process account maintenance requests involving joint owners, authorized users, custodians, sponsorships, and related members.
• Communicate directly with applicants or authorized representatives to resolve incomplete or inaccurate applications.
• Partner with internal security teams to review potentially fraudulent applications and compromised accounts.
• Document suspected fraud and take appropriate account actions according to established procedures.
• Perform manual system adjustments to create and maintain personal and commercial account records.
• Support account closure and escheatment activities, including issuing cashier's checks and coordinating applicable account closures.
• Process regulatory notices involving Social Security numbers, B-notices, under-reported interest, and non-resident alien certifications in accordance with IRS requirements.
• Complete account adjustment transactions, including transferring, crediting, and debiting funds through applicable general ledger accounts.
• Research and resolve issues involving membership systems, applications, and account records.
• Maintain knowledge of applicable financial products, services, procedures, and regulatory requirements.
• Ensure documents are properly imaged and maintained according to established document-retention procedures.
• Meet established daily production, quality, KPI, and service-level agreement (SLA) requirements.
• Assist with training and mentoring less-experienced team members.
• Support implementation and validation of product, system, and process changes.
• Participate in small to medium-sized process improvement projects and initiatives.
• Provide additional team or leadership support as needed.
• Perform other duties as assigned.

Qualifications

• Experience providing customer or member service in a high-volume environment.
• Strong ability to review and process detailed account or customer information accurately.
• Ability to interpret and apply policies, procedures, guidelines, and regulatory requirements.
• Strong research, analytical, and problem-solving skills.
• Ability to investigate account discrepancies and determine appropriate corrective actions.
• Ability to manage multiple requests and priorities while maintaining a high degree of accuracy.
• Strong computer skills with the ability to navigate multiple applications and screens simultaneously.
• Ability to quickly learn and adapt to new systems and technologies.
• Strong verbal and written communication skills.
• Advanced active listening skills and ability to accurately understand customer requests.
• Ability to professionally handle escalated, sensitive, or difficult customer situations.
• Strong organizational and time-management skills.
• Ability to exercise sound judgment and make appropriate decisions within established procedures.
• Strong interpersonal skills with the ability to build relationships through professionalism, diplomacy, and tact.
• Ability to work effectively with internal teams and external customers.

Desired Experience

• Working in a high-volume, fast-paced operational environment.
• Previous member or customer service experience.
• Experience within a bank, credit union, or other financial institution.
• Experience in retail banking, deposit operations, account servicing, or a financial-services contact center.
• Familiarity with consumer deposit accounts and account maintenance processes.
• Knowledge of banking and financial-services regulations, standards, and operational practices.
• Experience identifying or escalating potential fraud or suspicious account activity.
• Experience working on cross-functional teams or process-improvement initiatives.
• Experience leading small projects or initiatives.
• Experience training, mentoring, or providing guidance to other team members.

Benefits

• Comprehensive Medical, Dental, and Vision Insurance
• Employer-Paid Life Insurance
• Employer-Paid Short-Term and Long-Term Disability Insurance
• 401(k)
• Paid Time Off (PTO) that includes Vacation Leave, Sick Leave, and 11 Paid Holidays
• Educational Assistance

Pay

$35K–$40K

Schedule

Full-time, onsite in Pensacola, FL