Membership Specialist
On-siteVienna, Virginia, United States
Job Summary
Process and approve incoming service requests via phone, Live Assist, and online channels while resolving escalated inquiries and auditing accounts for compliance. Open and maintain member accounts, including Share Savings and Custodial accounts, by verifying application completeness and correcting documentation errors. Serve as the primary point of contact for Escheatment situations, fraud assessments, and regulatory notices, ensuring accurate record adjustments and fund transfers. Provide intermediate support to leadership on system issues and mentor less tenured specialists on product knowledge and procedures. This role requires meeting daily production goals and adhering to strict quality standards and document retention policies. Full-time employment with competitive compensation and benefits.
Required 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 Qualifications
- 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, multi-dimensional 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
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