Member Service Representative (Full-Time)

Job title: Member Service Representative (Full-Time)

Job Description

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.

Responsibilities

• Counsel members on financial wellness, identifying opportunities to deepen relationships
• 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

Qualifications

• Advanced skill building effective relationships through rapport, trust, diplomacy, and tact

• Advanced research, analytical, and problem-solving skills

• Advanced skill working independently and in a team environment

• Advanced skill maintaining composure in a high-production and changing environment

• Advanced knowledge of deposit and loan products, services, and operational procedures

• Advanced skill navigating multiple systems efficiently and adapt to evolving technologies

• Advanced skill exercising sound judgment and make informed decisions

• Advanced skill embracing and supporting change initiatives in a dynamic and continuously evolving environment

• Advanced verbal and written communication skills to engage with members and colleagues

• Desired Qualifications

• Significant experience in financial services, retail banking, or a credit union environment

• Additional Information

Hours:

• Available Monday - Saturday, hours based on business needs.

Location

• 3620 Camp Creek Parkway Suite 200 Atlanta, Georgia 30331
• Based upon business needs, this position may require working at or transferring permanently to neighboring branches within a reasonable commuting distance.

About Us

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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• Newsweek Most Trustworthy Companies in America 2026
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• Forbes America's Best Large Employers
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• RippleMatch Campus Forward Award Winner for Overall Excellence
• Military.com Top Military Spouse Employers 2025
• Handshake Early Talent Award
• Newsweek America's Greatest Workplaces for Culture, Belonging and Community 2026

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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.

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