Member Specialist

About the role

BRMi is seeking a Member Specialist to support a large financial services client in Vienna, VA. The training schedule will be 8am-4:30pm EST for the first six weeks, and after training, the schedule will be 9am-5:30pm EST.

Responsibilities

• Process and approve incoming service request tasks through multiple media channels
• Review and resolve inquiries, exceptions, and issues from members and/or escalated by other business units
• Open accounts and maintain products owned by the Membership Department
• Maintain member relations by processing requests to add, remove, or further edit records
• Communicate directly with applicants or their proxies to resolve incomplete applications
• Work with internal security personnel to assess potentially fraudulent applications
• Perform manual system adjustments to create and maintain personal and commercial records
• Serve as point of contact for Escheatment situations and coordinate account action and closures
• Process regulatory notices by responding to and correcting issues related to social security numbers, B-notices, under-reported interest, and non-resident alien certification
• Complete vouchers/adjustment transactions including transfer or crediting/debiting of funds using various general ledgers (GLs)
• Provide intermediate support to analysts and leaders in researching issues related to membership systems and applications
• Assist immediate leadership with team communications to ensure consistency and awareness
• Maintain knowledge of Navy Federal products, services, and marketing efforts
• Meet daily production goals by adhering to established procedures and quality standards
• Ensure proper imaging of documents received, in accordance with established procedures and NFCU’s document retention policy
• Provide guidance to and assist in training less tenured specialists; may serve as assigned mentor
• Support the implementation and validation of changes and the rollout of product or process information
• Participate in projects of small to medium scope related to process improvement; may lead portions of projects
• Serve as acting Supervisor in the incumbent’s absence
• Perform other duties as assigned

Qualifications

• Ability to exercise initiative/flexibility, using good judgment to make sound decisions that result in the highest level of member service
• Effective skill interacting tactfully and professionally in escalated or difficult situations
• Effective skill interpreting, and applying relevant data/instructions to guidelines, procedures, practices, and regulations
• Ability to work with diverse internal and external customers
• Ability to handle multiple tasks simultaneously with a high degree of accuracy
• Ability to effectively navigate multiple screens and PC applications and adapt to new technologies
• Advanced active listening skills to accurately respond to inquiries and account requests
• Advanced verbal and written communication skills
• Effective organizational and time management skills
• Effective research, analytical, and problem-solving skills

Desired Qualifications

• Experience working in a high volume, fast-paced environment
• Experience in member/customer service preferably in a call center, retail banking, or financial institution
• Experience working and participating in cross-functional, multi-dimensional teams and projects
• Experience leading projects and/or initiatives of small to medium scope
• Experience leading, guiding, and mentoring others
• Working knowledge of banking/financial industry standards and practices
• Working knowledge of Navy Federal's functions, philosophy, operations, and organizational objectives

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

Salary: $40-48K