Member Service Representative (Part-Time) – Gambrills

To provide members and prospective members the full range of financial products and services while demonstrating advanced job knowledge and service skills. The MSR III operates with minimal supervision, performs complex banking functions, and enhances member interactions by providing education on available service channels and engaging in financial discussions. Provide assistance/training to lower-level team members.

This position is eligible for the TalentQuest employee referral program. If an employee referred you for this job, please apply using the system-generated link that was sent to you.

• Counsel members on financial wellness, identifying opportunities to deepen relationships
• Assist members with submitting consumer loan applications
• Analyze, research, and resolve complex account discrepancies and member concerns
• Identify and mitigate potential fraud or suspicious account activity
• Initiate fee adjustments or service accommodations within defined authority limits
• Inform and guide members on available service channels, emphasizing convenient self-service solutions to enhance their banking experience
• Comply with all federal regulations and institutional policies related to financial services
• Support operational efficiency by minimizing errors and adhering to quality control measures
• Process complex transactions, including large cash withdrawals, loan payoffs, and certificate redemptions
• Ensure accurate and compliant handling of cash, negotiable instruments, and transactions
• May conduct external financial outreach, participating in local events and educational presentations
• May serve as a branch specialist in an area such as IRAs, Financial Health Presentation Specialist, or mortgage
• May assist with branch vault procedures, including opening, closing, and balancing
• May serve as a Branch Office and/or ATM vault custodian
• Perform other duties as assigned

• Ability to work independently and in a team environment
• Experience in IRA/certificate/trust services and applications
• Advanced knowledge of accounting, credit, and/or lending principles and techniques
• Advanced knowledge of savings and checking products, accounts and services
• May be required to participate and complete specialized training (in Business Services, IRA, MLO, notary, etc.), per business need
• Advanced active listening skills to accurately respond to inquiries and account requests
• Advanced organizational, planning and time management skills
• Advanced research, analytical, and problem solving skills
• Advanced skill building effective relationships through rapport, trust, diplomacy and tact
• Advanced skill exercising initiative and using good judgment to make sound decisions
• Advanced skill maintaining composure in a high production and changing environment
• Advanced skill navigating multiple screens and PC applications and adapting to new technologies
• Advanced skill performing mathematical calculations and working accurately with numbers
• Advanced verbal and written communication skills

Desired Qualifications

• Significant experience in member/customer service preferably in a call center, retail banking or financial institution

Hours: Available Monday - Saturday, hours based on business needs. 

Part-Time hours are typically 20-25+ hours a week. (Please note, during training longer hours will be required)

Location: 1356-A Main Chapel Way, Gambrills, Maryland 21054

Based upon business needs, this position may require working at or transferring permanently to neighboring branches within a reasonable commuting distance.

*Candidates who complete an application for the position will be sent a required online assessment to the email address listed in the application. Please be sure to check your spam and junk folders if you do not see the email in your inbox. Completing the assessment is critical to ensure that your application is considered, so please be sure to complete the assessment. To receive assistance in resolving any technical issues with your assessment, please contact our Infor assessment support team at TSCandidateSupport@Infor.com.

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

Our approach to careers is simple yet powerful: Make our mission your passion.

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Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.

Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position.

Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.