Membership Specialist

Job Description

Key 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 Live Assist 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