Member Specialist II

BRMi • Pensacola, FL

9d • $35,000 - $40,000 • Onsite

About The Position

BRMi is seeking a Member Specialist II to support a large financial enterprise in Pensacola, FL. The goal of this role is to receive and process member requests to establish and update Navy Federal accounts. The specialist will respond to inquiries regarding Navy Federal’s field of membership across various channels, including online communications, eMessages, fax, mail, and email. This position will also support and assist with member acquisition and retention initiatives. The role works under moderate supervision.

Requirements

• 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
• Ability to build relationships through rapport, trust, diplomacy, and tact
• 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

Nice To Haves

• 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, multidimensional 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

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 received via phone, through LiveAssist or Online Comms; audit accounts and take corrective action
• Review documentation/applications received to ensure their completeness, accuracy, and compliance with field of membership (FOM) guidelines and regulatory statutes
• Open accounts and maintain products owned by the Membership Department to include Share Savings Accounts, Custodial Accounts and Association/Memorial Accounts
• Maintain member relations by processing requests to add, remove, or further edit records for requests including Joint Owners, Sponsorship, Related Members, Authorized Signers, Custodians, and Authorized Users of navy federal online account access (NFOAA)
• Communicate directly with applicants or their proxies to resolve incomplete applications
• Work with internal security personnel to assess potentially fraudulent applications; record situations where accounts have been compromised and fraud is suspected
• Perform manual system adjustments to create and maintain personal and commercial records (e.g., tax reporting information)
• Serve as point of contact (POC) for Escheatment situations, coordinate account action and closures, issue cashier’s checks, and close credit card accounts, as appropriate
• Process regulatory notices by responding to and correcting issues related to social security numbers, B-notices, under-reported interest, and non-resident alien certification, in accordance with IRS requirements
• Complete vouchers/adjustment (JVS/JVA) 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 to ensure key performer indicator (KPI) for tier level and service-level agreements (SLAs)
• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed