Job Description

BRMi is seeking a member Specialist II to process member requests, establish and maintain accounts, resolve account-related issues, and support member acquisition and retention activities.

This role works across multiple communication channels, including phone, online communications, secure messages, fax, mail, and email. The position requires strong attention to detail, customer service skills, and the ability to accurately process financial and account-related transactions in accordance with established policies and regulatory requirements.

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

FT onsite in Pensacola, FL**

**An In Person interview will be required for this role**

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Responsibilities

• Process and approve incoming member service requests received through multiple communication channels.
• Review and resolve member inquiries, account exceptions, and escalated service issues.
• Audit member accounts, identify discrepancies, and take appropriate corrective action.
• Review applications and supporting documentation for completeness, accuracy, eligibility, and regulatory compliance.
• Open and maintain various consumer and specialized deposit accounts.
• Process account maintenance requests involving joint owners, authorized users, custodians, sponsorships, and related members.
• Communicate directly with applicants or authorized representatives to resolve incomplete or inaccurate applications.
• Partner with internal security teams to review potentially fraudulent applications and compromised accounts.
• Document suspected fraud and take appropriate account actions according to established procedures.
• Perform manual system adjustments to create and maintain personal and commercial account records.
• Support account closure and escheatment activities, including issuing cashier's checks and coordinating applicable account closures.
• Process regulatory notices involving Social Security numbers, B-notices, under-reported interest, and non-resident alien certifications in accordance with IRS requirements.
• Complete account adjustment transactions, including transferring, crediting, and debiting funds through applicable general ledger accounts.
• Research and resolve issues involving membership systems, applications, and account records.
• Maintain knowledge of applicable financial products, services, procedures, and regulatory requirements.
• Ensure documents are properly imaged and maintained according to established document-retention procedures.
• Meet established daily production, quality, KPI, and service-level agreement (SLA) requirements.
• Assist with training and mentoring less-experienced team members.
• Support implementation and validation of product, system, and process changes.
• Participate in small to medium-sized process improvement projects and initiatives.
• Provide additional team or leadership support as needed.
• Perform other duties as assigned

Qualifications

• Experience providing customer or member service in a high-volume environment.
• Strong ability to review and process detailed account or customer information accurately.
• Ability to interpret and apply policies, procedures, guidelines, and regulatory requirements.
• Strong research, analytical, and problem-solving skills.
• Ability to investigate account discrepancies and determine appropriate corrective actions.
• Ability to manage multiple requests and priorities while maintaining a high degree of accuracy.
• Strong computer skills with the ability to navigate multiple applications and screens simultaneously.
• Ability to quickly learn and adapt to new systems and technologies.
• Strong verbal and written communication skills.
• Advanced active listening skills and ability to accurately understand customer requests.
• Ability to professionally handle escalated, sensitive, or difficult customer situations.
• Strong organizational and time-management skills.
• Ability to exercise sound judgment and make appropriate decisions within established procedures.
• Strong interpersonal skills with the ability to build relationships through professionalism, diplomacy, and tact.
• Ability to work effectively with internal teams and external customers.

Desired:

• Experience working in a high-volume, fast-paced operational environment.
• Previous member or customer service experience.
• Experience within a bank, credit union, or other financial institution.
• Experience in retail banking, deposit operations, account servicing, or a financial-services contact center.
• Familiarity with consumer deposit accounts and account maintenance processes.
• Knowledge of banking and financial-services regulations, standards, and operational practices.
• Experience identifying or escalating potential fraud or suspicious account activity.
• Experience working on cross-functional teams or process-improvement initiatives.
• Experience leading small projects or initiatives.
• Experience training, mentoring, or providing guidance to other team members.

** 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.