Member Solutions Specialist

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 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.

Role

This position serves as a dedicated financial resource and relationship builder, responsible for delivering an exceptional member experience through proactive sales, service excellence, and financial guidance. The primary focus of this role is identifying and capitalizing on opportunities to grow membership, open new accounts, and cross-sell products and services that align with each member’s financial goals — while consistently meeting or exceeding established monthly production targets.

In addition to core sales responsibilities, the Member Solutions Specialist will engage members across multiple service channels, including participation in outbound promotional campaigns and serving as a resource for digital member service functions. The Specialist will occasionally operate as a video teller and will contribute to the development of the broader team by supporting the training and onboarding of new team members. This role requires a well-rounded command of credit union products, services, and operational procedures, as well as the ability to adapt fluidly to the evolving needs of the department and membership base.

REMOTE WORK ELIGIBILITY AND REQUIREMENTS:

Member Service Card Specialist may be eligible for remote work. The decision to allow for remote work is within the sole discretion of NCU, and may not be offered to all employees. Team members who receive approval for remote work will need to read “Policy 6140: Remote Access” and sign the “Employee Device Policy Acknowledgement Form”. Employees working remote are expected to work in an environment that is free from distractions. Employees are also expected to follow all company policies at home, just as if you were in the office, taking special care to lock their computer during times it’s not being used. The employee will work with their manager to establish a schedule for in and out of office work. Employees are expected to be able to be available to come into the office at any time during a normal shift, if requested by their manager. In addition, webcams are expected to be uncovered at all times during the working day. Webcams are expected to be used any time an employee is in a meeting. The employee will also need to have internet speed of at least 100Mbps of download speed and 10Mbpd of upload speed of dedicated internet bandwidth.

Major Duties and 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.

Knowledge and Skills

EXPERIENCE

Must have a minimum of six (6) months of continuous service in their current role at Navigator Credit Union with no disciplinary actions during that period. Must 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. Second language preferred, but not required.

EDUCATION/CERTIFICATIONS/LICENSES

High school degree or GED required. Certified Financial Counselor designation required.

INTERPERSONAL SKILLS

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.

PHYSICAL REQUIREMENTS

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. 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.

WORKING CONDITIONS

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

MENTAL AND/OR EMOTIONAL REQUIREMENTS

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.