Member Service Representative (Full-Time) - St. Petersburg

Overview

To perform the most complex banking functions with discretion while serving as a subject matter expert. The MSR IV provides mentorship, operational support, and guidance to peers and new employees. This role responds to escalated member issues, supports specialized areas, and contributes to team engagement and training initiatives.

This position is eligible for the TalentQuest employee referral program. If an employee referred you for this job, please apply using the system-generated link that was sent to you.

Responsibilities

• Serve as a primary escalation resource for complex, sensitive, or urgent member inquiries
• Analyze and resolve account discrepancies, including fraud concerns and compliance issues
• Provide detailed lending guidance, including product information and rate explanations
• Incumbent will be required, prior to the assumption of employment duties, to register with the Nationwide Mortgage Licensing System and Registry; includes fingerprinting and background checks
• Identify and mitigate fraud risks, account abuse, and unusual activity patterns
• Initiate fee adjustments, rate modifications, and service accommodations within authority limits
• Ensure compliance with all applicable financial regulations and institutional policies
• Serve as a mentor/trainer, providing guidance to less experienced MSRs
• Maintain team training programs and update materials as needed
• Assist with implementing new procedures, policies, and service initiatives
• Serve as a branch specialist in an operational or product-specific area
• Support team engagement efforts, fostering a positive and professional work environment
• Conduct external financial outreach, participating in local events and educational presentations
• Counsel members on financial wellness, identifying opportunities to deepen relationships
• Ensure accurate and compliant handling of cash, negotiable instruments, and transactions
• Assist with branch vault procedures, including opening, closing, and balancing
• Serve as a Branch Office and/or ATM vault custodian
• Perform other duties as assigned

Qualifications

• Expert skill maintaining composure in a high-production and changing environment
• Expert knowledge of deposit and loan products, services, and operational procedures
• Advanced skill navigating multiple systems efficiently and adapting to evolving technologies
• Expert skill exercising sound judgment and making informed decisions
• Advanced skill embracing and supporting change initiatives in a dynamic and continuously evolving environment
• Expert verbal and written communication skills to engage with members and colleagues

Desired Qualifications

• Associate's Degree in Finance, Accounting, Business Administration or the equivalent combination of training, education, and experience
• Significant experience in financial services, retail banking, or a credit union environment

Additional Information

Hours:

• Available Monday - Saturday, hours based on business needs.

Location:

• 2172 Tyrone Blvd St Petersburg, Florida 33710

Based upon business needs, this position may require working at or transferring permanently to neighboring branches within a reasonable commuting distance.

*Candidates who complete an application for the position will be sent a required online assessment to the email address listed in the application. Please be sure to check your spam and junk folders if you do not see the email in your inbox. Completing the assessment is critical to ensure that your application is considered, so please be sure to complete the assessment. To receive assistance in resolving any technical issues with your assessment, please contact our Infor assessment support team at View email address on click.appcast.io.

About Us

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks. Our approach to careers is simple yet powerful: Make our mission your passion. * FORTUNE 100 Best Companies to Work For 2026 * Yello and WayUp Top 100 Internship Programs 2025 * Computerworld Best Places to Work in IT 2026 * Most Loved Workplace - America's Top Most Loved Workplaces 2025 * 2025 PEOPLE Companies That Care * Newsweek Most Trustworthy Companies in America 2026 * Military Times 2025 Best for Vets Employers * Forbes 2026 America's Best Large Employers * Forbes 2025 America's Best Employers for New Grads * Forbes 2025 America's Best Employers for Tech Workers * 2025 RippleMatch Campus Forward Award Winner for Overall Excellence * Military.com Top Military Spouse Employers 2025 * 2026 Handshake Early Talent Award * Newsweek America's Greatest Workplaces for Culture, Belonging and Community 2026 From Fortune Magazine. 2026 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune 100 Best Companies to Work For are registered trademarks of Fortune Media IP Limited and are used under license. Fortune Magazine, Fortune Media (USA) Corporation, and its affiliates are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union. Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law. Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at View email address on click.appcast.io or by calling View phone number on click.appcast.io. This team cannot provide any information on job postings or application status. Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site. Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process. Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.