Member Escalations Specialist

4 days ago – Be among the first 25 applicants

Overview

You’re the best at what you do. So are we. Imagine what we can achieve together!
We are looking for innovative and dynamic professionals with a passion for exceptional service to join our Retail Banking team as a Member Escalations Specialist.

We are seeking candidates that are local to Maryland or bordering states.

What You Will Do

The Member Escalations Specialist is a highly skilled problem‑solver responsible for addressing SECU’s most complex and sensitive member issues. This role requires a strong ability to operate independently, think critically, and resolve situations that have escalated to the highest levels with minimal direction. The Specialist will provide empathetic, effective solutions to service failures and ensure member concerns do not progress into formal complaints or potential membership termination.

• Serve as the initial point of contact for all informal complaints received organizationally.
• Conduct thorough due diligence, engage appropriate internal parties, and independently drive the action plan to resolution.
• Manage all communication with the member throughout the process – ensuring transparency, professionalism, and timely updates.
• Maintain complete and accurate documentation of all activities, resolutions, and member interactions.
• Support compliance‑related activities tied to examiner inquiries, regulatory expectations, and organizational complaint‑management standards.
• Adhere to regulations and organizational policies, including the Bank Secrecy Act, OFAC, USA Patriot Act, Fair Lending, and Information Security.

A Day In Your Life Might Include

• Handle all inquiries processed via the organization’s informal complaints process.
• Investigate and resolve member concerns by identifying root causes and providing clear, timely solutions.
• Collaborate with Virtual Financial Center leadership and relevant departments to develop an action plan.
• Coordinate appropriate member communication related to the initial inquiry and resolution execution.
• Diligently document and communicate progress and status of all informal complaints.
• Provide resources to the Virtual Financial Center team to support member experience initiatives.

Additional Responsibilities May Include

• Manage escalations requiring cross‑functional coordination, balancing member experience with compliance, operational, and reputational considerations.
• Ensure escalated cases adhere to all regulatory requirements.
• Analyze patterns or trends in member complaints and provide feedback to leadership for process or policy improvements.
• Identify potential regulatory risks and escalate to Compliance leadership when warranted.
• Maintain comprehensive understanding of SECU’s products, policies, and procedures.
• Serve as a subject‑matter resource for complaint‑related risk.
• Support development or refinement of complaint‑management procedures and organizational standards.
• Use SECU’s survey reporting platform, Medallia, to identify common trends around member experience.
• Perform additional job‑related projects and duties as assigned by management.

What We Need From You Core Competencies

• Service Focused
• Accountable
• Curious & Innovative
• Knowledgeable
• Inclusive

Education Requirements

• High School Degree Required

Experience Requirements

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

Business Acumen Requirements

• Demonstrated ability to understand organizational operations, policies, and regulatory requirements to make informed decisions.
• Strong analytical skills with the ability to identify trends, assess risk, and recommend process improvements.
• Ability to balance member experience with operational, compliance, and reputational considerations.
• Ability to prepare materials related to complaint trends, root‑cause analysis, and corrective action plans.
• Proven capability to interpret financial products, procedures, and data to support accurate resolution of escalations.

Physical Requirements

• Remain in a stationary position, often standing or sitting for prolonged periods.
• Lift up to 25 pounds.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Management and…