Sr Member Relations & Advocate Specialist

About the role

The Sr Member Relations & Advocate Specialist at SchoolsFirst FCU is responsible for managing complex, sensitive, and high-risk Member escalations. This role involves applying advanced investigation, critical thinking, and de-escalation expertise to achieve fair, timely, and compliant resolutions while balancing Member advocacy with organizational risk.

Responsibilities

• Independently manage and resolve the Credit Union’s most complex, sensitive, and high-risk Member escalations, including those with potential regulatory, legal, reputational, or safety implications.
• Conduct thorough investigations by gathering, analyzing, and documenting information from multiple internal and external sources, including direct interaction with Members, to determine appropriate, compliant resolution strategies.
• Apply advanced de-escalation, negotiation, and conflict resolution skills to address emotionally charged situations while maintaining professionalism and Member advocacy.
• Partner with executive leadership and cross-functional teams to evaluate escalations with enterprise-wide impact and recommend resolution outcomes.
• Support high-risk Member relationship decisions, including Member restriction or expulsion actions, ensuring adherence to applicable laws, regulations, internal policies, and documentation standards.
• Serve as a subject matter expert and escalation resource for team members by providing guidance, coaching, and consultation on complex cases and best practices.
• Identify trends, root causes, and systemic issues contributing to Member escalations and provide recommendations for process, policy, or training improvements.
• Maintain accurate, timely, and detailed documentation of escalation cases, investigations, and outcomes in accordance with recordkeeping and compliance requirements.
• Ensure all escalation activities align with the Credit Union’s commitment to exceptional service, risk management, and regulatory compliance.

Qualifications

• A High School Diploma or GED is required.
• A Bachelor's Degree in a related field or equivalent years of experience is required.
• At least 5-7 years of prior relevant experience is required.
• A Threat Manager Certification or similar is required.
• Courses or certifications in Risk Management, Compliance, Dispute Resolution, or Conflict Management are preferred.
• Computer literacy, including advanced knowledge of MS Office, and ability to learn and navigate security systems is required.
• Advanced knowledge of social media sites and use of online sources of open-source intelligence (OSINT) is required.
• Ability to conduct thorough investigations, including interviewing and interrogating involved parties is required.
• Ability to communicate professionally orally and in writing to senior and executive leaders is required.
• Ability to work effectively under minimal supervision is required.
• Exercise good decision-making and judgment in all situations is required.
• Ability to work non-standard hours, on weekends, and overnight as needed is required.

Skills

• Advanced knowledge of social media sites and use of online sources of open-source intelligence (OSINT).
• Ability to conduct thorough investigations, including interviewing and interrogating involved parties.
• Ability to communicate professionally orally and in writing to senior and executive leaders.
• Ability to work effectively under minimal supervision.
• Exercise good decision-making and judgment in all situations.
• Ability to work non-standard hours, on weekends, and overnight as needed.

Benefits

Our pay range for this position is $88,221.00 - $132,331.00 per year. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity.

Pay

The typical new hire salary for this position falls within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity.

Schedule

The Sr Member Relations & Advocate Specialist works a standard 40-hour week.