Member Specialist

Member Specialist

BRMi is seeking a Member Specialist to support a large financial services client in Vienna VA.

Training schedule will be 8am-4:30pm EST for first six weeks. After training, schedule will be 9am-5:30pm EST.

Responsibilities include receiving and processing 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.

Benefits include 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, and educational assistance.

Salary: $40-48K.

An in-person interview will be required for this role.

Responsibilities include processing and approving incoming service request tasks through multiple media channels, reviewing and resolving inquiries, exceptions, and issues from members and/or escalated by other business units received via phone, through LiveAssist or Online Comms; auditing accounts and taking corrective action, reviewing documentation/applications received to ensure their completeness, accuracy, and compliance with field of membership (FOM) guidelines and regulatory statutes, opening accounts and maintaining products owned by the Membership Department to include Share Savings Accounts, Custodial Accounts and Association/Memorial Accounts, maintaining 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), communicating directly with applicants or their proxies to resolve incomplete applications, working with internal security personnel to assess potentially fraudulent applications; recording situations where accounts have been compromised and fraud is suspected, performing manual system adjustments to create and maintain personal and commercial records (e.g., tax reporting information), serving as point of contact (POC) for Escheatment situations, coordinating account action and closures, issuing cashier's checks, and closing credit card accounts, as appropriate, processing 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, completing vouchers/adjustment (JVS/JVA) transactions including transfer or crediting/debiting of funds using various general ledgers (GLs), providing intermediate support to analysts and leaders in researching issues related to membership systems and applications, assisting immediate leadership with team communications to ensure consistency and awareness, maintaining knowledge of Navy Federal products, services, and marketing efforts, meeting 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), ensuring proper imaging of documents received, in accordance with established procedures and NFCU's document retention policy, providing guidance to and assisting in training less tenured specialists; may serve as assigned mentor, supporting the implementation and validation of changes and the rollout of product or process information, participating in projects of small to medium scope related to process improvement; may lead portions of projects, serving as acting Supervisor in the incumbent's absence, and performing other duties as assigned.

Qualifications include 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, and desired- working knowledge of Navy Federal's functions, philosophy, operations, and organizational objectives.

BRMi will not sponsor applicants for work visas for this position. This is a W2 opportunity only. EOE/Minorities/Females/Vet/Disabled.