Member Specialist

Job Description

Job Description

Role Details

Tier 2

Description

To receive and process member requests to establish and update Navy Federal accounts. To respond to inquiries regarding Navy Federal’s field of membership across various channels to include online communications, eMessages, fax, mail, and email. Support and assist member acquisition and retention initiatives. Works under moderate supervision.

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

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

• 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

• Desired- Experience working in a high volume, fast paced environment

• Desired- Experience in member/customer service preferably in a call center, retail banking or financial institution

• Desired- Experience working and participating in cross-functional, multi-dimensional teams and projects

• Desired- Experience leading projects and/or initiatives of small to medium scope

• Desired- Experience leading, guiding, and mentoring others

• Desired- Working knowledge of banking/financial industry standards and practices

• Desired- Working knowledge of Navy Federal's functions, philosophy, operations, and organizational objectivesMember Specialist,