Title: Membership Specialist
Location: Onsite in Pensacola, FL
Position Type: Multiyear Contract
Join a leading, mission-driven financial institution as a Membership Specialist, where you'll play a critical role in onboarding and supporting members while ensuring account accuracy and compliance. This position blends customer interaction with detailed account management, offering the opportunity to resolve complex inquiries, detect potential fraud, and contribute to member satisfaction and retention initiatives
Description
To receive and process member requests to establish and update client accounts.
To respond to inquiries regarding client'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 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 clientl 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
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, multidimensional 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 functions, philosophy, operations, and organizational objectives
System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
M-2
LI-CB5
Ref: #851-Rockville-S1
System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
