Membership Specialist I

• 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 basic support to analysts and leaders in researching issues related to membership systems and applications
• 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
• 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 following, interpreting, and applying relevant data/instructions to guidelines, procedures, practices, and regulations
• Ability to handle multiple tasks simultaneously with a high degree of accuracy
• Ability to effectively navigate multiple screens, PC applications, and adapt to new technologies
• Ability to build relationships through rapport, trust, diplomacy, and tact
• Effective 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 
• Familiarity with banking/financial industry standards and practices
• Familiarity with Navy Federal's functions, philosophy, operations, and organizational objectives

Hours: Monday - Friday 8:00AM-4:30PM (rotating Saturdays 9:00AM-1:00PM)

Location: 5510 Heritage Oaks Drive, Pensacola, FL 32526 

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

Our approach to careers is simple yet powerful: Make our mission your passion.

• FORTUNE 100 Best Companies to Work For® 2025
• Yello and WayUp Top 100 Internship Programs
• Computerworld® Best Places to Work in IT
• Newsweek Most Loved Workplaces
• 2025 PEOPLE® Companies That Care
• Newsweek Most Trustworthy Companies in America
• Military Times 2025 Best for Vets Employers
• Best Companies for Latinos to Work for 2025
• Forbes® 2025 America’s Best Large Employers
• Forbes® 2025 America's Best Employers for New Grads
• Forbes® 2025 America's Best Employers for Tech Workers
• 2025 RippleMatch Campus Forward Award Winner for Overall Excellence 
• Military.com Top Military Spouse Employers 2025 
• 2025 Handshake Early Talent Award

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.

Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at medicalaccommodations@navyfederal.org or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.

Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.

Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.

Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.