SECU · 3 months ago
Member Resolution Specialist
Linthicum, MD
Full-time
Onsite
Mid Level
$62K/yr - $80K/yr
3+ years expSECU is a company that prioritizes employee well-being and professional development. The Member Resolution Specialist is responsible for addressing member and employee concerns, providing operational support, and ensuring high levels of member service while adhering to regulations and organizational policies.
AccountingBankingFinancial Services
Responsibilities
Educates staff on SECU products and services. Shares knowledge not only with Retail but across the credit union and consortium
Monitors email requests from all locations within SECU and the consortium. 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
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
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
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
Qualification
Required
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
3-5 years of progressively responsible related work experience in banking/credit union processing, operations, or consumer service is required
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
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
Preferred
Some management experience preferred. Ability to effectively have coaching conversations with leaders throughout the organization
Benefits
Medical, vision, dental benefits
401k plan with company matching
Generous sick, vacation and personal leave
And more...
Company
SECU
Even though we're North Carolina's largest credit union, we're still just "people helping people." We currently serve over 2.6 million members through more than 270 branch offices - and growing! Members have 24/7 access to account services from over 1,100 ATMs, as well as via phone, our website, and the SECU Mobile App.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Leigh Brady
President and CEO
Recent News
2026-02-06
2025-10-23
State Employees' Credit Union (SECU)
2025-09-17
Company data provided by crunchbase