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SECU · 1 month ago

Member Escalations Specialist

Linthicum Heights, MD

Full-time

Onsite

Mid Level

$51K/yr - $82K/yr

3+ years exp

SECU is a financial institution seeking a Member Escalations Specialist to join their Retail Banking team. The role involves addressing complex member issues, providing empathetic solutions, and ensuring effective communication throughout the resolution process.

AccountingBankingFinancial Services

Responsibilities

Handles all inquiries processed via the organization’s informal complaints process to ensure timely response, ensuring issues are resolved with empathy and professionalism

Investigate and resolve member concerns by identifying root causes and providing clear, timely solutions

Collaborates with Virtual Financial Center leadership and any relevant departments in development of an action plan to provide resolution to the informal complaint

Coordinates the appropriate member communication related to the initial inquiry and the execution of the resolution

Diligently documents and communicate progress of status of all informal complaints to ensure accuracy, completeness and compliance

Provides resources to the Virtual Financial Center team to support member experience initiatives including but not limited to member follow ups from appointments/open lobby, Universal Teller administrative support, virtual onboarding support, and internet auto loan support

Manages escalations that require cross-functional coordination, balancing member experience with compliance, operational, and reputational considerations

Ensures escalated cases adhere to all regulatory requirements, including BSA/AML, OFAC, UDAAP, Fair Lending, and complaint-management standards

Analyze patterns or trends in member complaints and provide feedback to leadership for process or policy improvements. Prepares reportable findings or concerns for Compliance, Risk, or Legal review as appropriate

Identifies potential regulatory risks in member interactions and escalates to Compliance leadership when warranted

Maintaining comprehensive understanding of SECU’s products, policies and procedures to provide accurate and effective support

Serves as a subject-matter resource for complaint-related risk, advising leadership on trends and potential impacts

Supports development or refinement of complaint-management procedures and organizational standards

Understanding of SECU’s survey reporting platform, Medallia, to identify common trends around member experience to share with leadership team

Additional job-related projects and duties as assigned by management

Qualification

Financial services experienceRegulatory compliance knowledgeAnalytical skillsComplaint managementCustomer service skillsEmpathyCommunication skillsProblem-solvingTeam collaboration

Required

High School Degree Required

3 years of experience in financial services, call center, or other related customer service environment

Demonstrated ability to understand organizational operations, policies, and regulatory requirements to make informed decisions when resolving complex member issues

Strong analytical skills with the ability to identify trends, assess risk, and recommend process improvements that support organizational efficiency and member retention

Ability to balance member experience with operational, compliance, and reputational considerations to determine the most effective course of action

Ability to prepare materials related to complaint trends, root-case analysis, and correction action plans in partnership with Compliance and Risk leaders

Proven capability to interpret financial products, procedures, and data to support accurate resolution of escalations and ensure alignment with business goals

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

Benefits

Medical, vision, dental benefits

401k plan with company matching

Generous sick, vacation and personal leave

And more..

Company

SECU

Glassdoor3.4

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.

Founded in 1937

Raleigh, North Carolina, USA

5001-10000 employees