BRMi is seeking a Member Specialist II to support a large financial enterprise in Pensacola, FL.

Goal: 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. 

Benefits:
• 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
• Educational Assistance

Salary: $35K-$40K

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• 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

• 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 objectives

** BRMi will not sponsor applicants for work visas for this position.**

**This is a W2 opportunity only**

EOE/Minorities/Females/Vet/Disabled 

We are an equal opportunity employer that values diversity and commitment at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. Employment policies and decisions on employment and promotion are based on merit, qualifications, performance, and business needs. The decisions and criteria governing the employment relationship with all employees are made in a nondiscriminatory manner, without regard to race, religion, color, national origin, sex, age, marital status, physical or mental disability, medical condition, veteran status, or any other factor determined to be unlawful by federal, state, or local statutes.