Member Resolution Specialist

This person will need to reside within commuting distance to our Linthicum, MD headquarters.

Who We Are

At SECU, we put our employees first, recognizing that their well-being and professional development are vital to our success. By fostering a supportive and empowering work environment, our employees are committed to helping members achieve long-term financial security. They are also inspired to give back to the communities we serve by volunteering and spreading kindness, which reflects our core values and who we are as an organization.

Every employee at SECU contributes to our members’ financial well-being, and we’ll always do what’s right for our members, employees, and communities.

Feel good about what you do. Belong to a place where you matter and can make a difference.

What You Will Do

The Member Resolution Specialist is a subject matter expert responsible for addressing member and employee concerns to bring about favorable outcomes while maintaining the highest level of member service and professionalism. They will provide operational support to various departments across SECU, with a focus on our Retail network, and successfully resolving situations escalated to Operations. They will utilize their member service skills, knowledge, experience, and judgment to respond to daily inquiries, conduct research, analyze information, deliver positive outcomes, and identify and report trends.

They will act independently to make time-sensitive decisions while balancing our Member and Employee Satisfaction goals with operational guidelines/regulations. They will educate, train, and coach staff.

This position requires providing the highest level of service to employees and members, collaboration, clear communication, and continual follow-up to meet service expectations. They will build strong partnerships with all SECU staff and our consortium departments.

The Member Resolution Specialist adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position, including all aspects of the Bank Secrecy Act and related regulations, such as OFAC, and the USA Patriot Act, Fair Lending and Information Security.

A Day In Your Life Might Include

Deposit Operations & Compliance

• Educates staff on SECU products and services. Shares knowledge with Retail and across the credit union.
• Monitors email requests from all locations within SECU. Responds to inquiries within department SLA.
• Educates and coaches staff as needed and meets department SLAs for responses.
• Acquires and maintains strong knowledge of all deposit-related regulations and State and Federal laws and ensures SECU and staff compliance.
• Continually acquires and maintains knowledge to be a subject matter expert for all branch deposit related functions, policies and procedures and systems including our core system.
  
  

Member Experience & Issue Resolution

• Enhances the member experience by ensuring that issues/complaints are managed efficiently and effectively.
• Manages and de-escalates situations with dissatisfied members to prevent further escalation.
• Ensure all members receive quality service and that issues are resolved in a timely manner, utilizing knowledge to explore all possible options and providing the best experience for our members.
• For escalated complaints and sensitive issues, completes thorough research, responds, resolves, and records the member issue in partnership with various areas, focusing on successful resolutions, and mitigating risks to SECU.
• Identifies root causes for any member or staff friction, proposes solutions, and collaborates with others to resolve as needed.
• Assists with various tasks to support all departmental and organizational business priorities.
  
  

Exception Processing & Process Improvement

• Processes transactions that exceed the branch authorities. Provide approval of transactions, such as wires, over the FCM and AFCM limits.
• Completes exception transactions, such as deposit rate changes and calculates and posts approved interest adjustments, as necessary to update or correct accounts or transactions.
• Reviews various quality control reports and corrects errors or coaches staff on corrections.
• Identifies trends in member issues and provides feedback to the appropriate areas to help improve processes or services.
  
  

Additional Responsibilities May Include

• Independently conducts annual Operational Reviews of SECU branches to ensure the staff follow all required policies and procedures. A written report of the review is shared with Retail leadership, and Retail will collaborate with us on action plans to address issues.
• Conducts periodic quality control reviews to address errors proactively, coordinates corrections and provides coaching if needed.
  
  

What We Need From You

• Develop and maintain a strong knowledge of all our various systems including but not limited to core processing, IRA and CRM.
• Detailed knowledge of all Operations policy and procedures along with understanding of the functions of the various departments across SECU.
• Proficiency in the Microsoft suite including Outlook, Word and Excel.
• Exceptional problem-solving and analytical skills along with solid analytical and critical thinking skills.
• Superior verbal and written communication skills.
• Ability to manage multiple tasks and prioritize effectively
• Excellent interpersonal skills with a member-focused mindset.
• Attention to details is essential.
• Strong collaboration and negotiation skills.
• Ability to work independently and part of a team.
• Strong time management skills and ability to meet deadlines/SLAs.
• Capacity to handle high-pressure situations and sensitive member interactions.
  
  

Education Requirements

• B. A. or B.S. Degree in a related field (finance, business management, logistics, or process management) or a combination of education and experience that provides the necessary skills and knowledge to perform the essential job functions satisfactorily.
  
  

Experience Requirements

• 3-5 years of progressively responsible related work experience in banking/credit union processing, operations, or consumer service is required.
• Some management experience preferred. Ability to effectively have coaching conversations with leaders throughout the organization.
• Financial Institution experience required, preferably in a branch environment.
  
  

Physical Requirements - Please add additional physical requirements to list provided below, if applicable.

• Must be able to remain in a stationary position, often standing or sitting for prolonged periods
• Must be able to lift up to 25 pounds
• Must be able to commute to financial centers as necessary. Additionally, able to commute to SECU Headquarters in Linthicum, Maryland, as needed for onsite meeting attendance, completion of tasks, and training
• This position may require work on weekends, evenings, and holidays as necessary.
  
  

Compensation Information: Offers will be commensurate with experience and education.

• The budgeted range for this position is $61,500 - $80,000
  
  

Other Compensation Includes

• Annual corporate-wide incentives
  
  

We provide comprehensive benefits, with a focus on total well-being:

• Medical, vision, dental benefits
• 401k plan with company matching
• Generous sick, vacation and personal leave
• And more... 2025SECUBenefitsGuide.pdf
  
  

SECU is committed to fostering a diverse, equitable, and inclusive workforce where all individuals are valued and respected. We take pride in providing equal opportunities for all qualified applicants regardless of race, ethnicity, national origin, gender, sexual orientation, gender identity or expression, religion, military or veteran status, or any other characteristics protected by law.