Member Solutions Specialist

Navigator Credit Union • Gautier, MS

2d • Hybrid

About The Position

Navigator Credit Union is currently recruiting for a full-time Member Solutions Specialist. If you have a passion for exceptional service, relationship building, and want to be a part of a team that focuses on creating substantial value in the communities we serve, while exceeding goals, we want to hear from you! We encourage all interested, qualified candidates that enjoy working in a fast paced environment to apply. We provide paid vacation after 90 days, paid holidays, 401k with a company match, medical, referral bonus, and several other benefits after 30 days employment for our team members including incentive opportunities. Navigator Credit Union is an Equal Opportunity Employer. Navigator does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.

Requirements

• Minimum of six (6) months of continuous service in their current role at Navigator Credit Union with no disciplinary actions during that period.
• Hold an active Certified Financial Counselor designation.
• Excellent oral and written communication skills.
• Efficient typing/keyboarding and data entry.
• Must be accurate and attentive to detail.
• Punctuality and attendance are critical in this position.
• Uses analytical skills and logic.
• Ability to multi-task in a fast-paced environment while maintaining the ability to prioritize workload.
• Must possess a pleasant, distinct voice that reflects an enthusiastic, helpful attitude.
• High school degree or GED required.
• Certified Financial Counselor designation required.
• A significant level of trust and diplomacy is required to be an effective subject matter expert in the position.
• In-depth dialogue, conversations, and explanations with members, direct and indirect reports, and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience.
• Communications can involve motivating, influencing, educating, and/or advising others on matters of significance.
• Must be capable of climbing / descending stairs in an emergency situation.
• Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
• Must be able to work extended hours whenever required or requested by management.
• Must be capable of local travel as a driver and travel by commercial airlines, rental vehicles, and public transportation and be able to lodge in public facilities.
• Must be capable of regular, reliable, and timely attendance.
• Must be able to perform job functions independently or with limited supervision and work effectively alone or as part of a team.
• Must be able to read and carry out various written instructions and follow oral instructions.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Nice To Haves

• Second language preferred, but not required.

Responsibilities

• Proactively identifies and pursues opportunities to deepen member relationships through the opening of new accounts and the strategic cross-selling of credit union products and services. Leverages knowledge of members’ financial needs and life events to recommend tailored solutions.
• Consistently meets or exceeds individually established monthly sales and production goals, contributing to the overall growth and financial health of the credit union.
• Receives warm referrals and transfers from fellow Member Contact Center team members, engaging members in consultative conversations designed to identify financial needs, open new accounts, and expand their relationship with the credit union through the strategic introduction of additional products and services.
• Serves as the dedicated point of escalation for sales-focused interactions, ensuring every referred member receives a personalized, high-value experience that deepens loyalty and drives measurable growth.
• Serves as a primary point of contact for member inquiries and service requests across multiple channels, with a significant portion of time dedicated to delivering high-quality member engagement through inbound interactions.
• Adheres to all credit union verification procedures, resolves member concerns efficiently and effectively, and ensures each interaction reflects the credit union’s commitment to an exceptional member experience. Volume and channel mix fluctuate based on departmental business needs.
• Participates in outbound member engagement campaigns to promote credit union products, services, and special initiatives.
• Communicates with existing and prospective members in a professional and consultative manner, identifying needs and presenting relevant financial solutions to drive membership engagement and production goals.
• Supports the credit union’s digital service delivery by managing a broad range of e-Services responsibilities, including member-facing correspondence through online channels and the fulfillment of various account-related verification and service requests.
• Ensures all digital interactions are handled with accuracy, professionalism, and in accordance with established procedures and timelines.
• Operates as a video teller on an as-needed basis, processing member transactions accurately and efficiently while maintaining the highest standards of member service and confidentiality.
• Ensures all interactions reflect the credit union’s brand and service standards regardless of delivery channel.
• Contributes to the growth and development of the Member Contact Center team by assisting in the training and onboarding of new team members.
• Shares expertise, best practices, and institutional knowledge to support a culture of continuous learning and high performance.
• Maintains up-to-date knowledge of all credit union products, services, policies, and procedures.
• Utilizes sales and service tools and The Member Advantage (AID,inc) methodology to ensure members’ needs are recognized and met.
• Effectively escalates member disputes or issues through the chain of command when necessary; however, must have the ability to resolve various disputes, concerns, and requests within scope of authority.
• Ensures confidentiality and protection of member information.
• Is discreet and professional when discussing sensitive financial information with internal and external members.
• Demonstrates the ability to communicate effectively and professionally, providing excellent service to internal and external members.
• Maintains a friendly and welcoming tone during all member interactions.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Demand of myself, and others, the highest levels of integrity, leadership, accountability, and teamwork.
• Other duties as assigned by manager.

Benefits

• paid vacation after 90 days
• paid holidays
• 401k with a company match
• medical
• referral bonus
• several other benefits after 30 days employment
• incentive opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED