Member Service Representative (Full-Time) - South Tampa

Overview

To serve as a highly skilled and experienced resource, bridging frontline staff and branch leadership. The MSR V enhances team performance by mentoring peers, reinforcing operational soundness, and supporting strategic initiatives. While not a formal leadership role, the MSR V acts as an influential team mentor, assisting with complex member interactions, process improvements, and enterprise-wide priorities. May travel to other branches to provide operational support when required.

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.

Responsibilities

• Act as a primary resource for resolving complex member transactions and escalations, ensuring seamless service delivery
• Serve as a liaison between frontline staff and branch leadership, providing valuable insights on team dynamics, operational trends, and service opportunities
• Guide and support team members in service excellence, operational adherence, and professional growth. Assist with onboarding, training, and ongoing development of MSRs
• Collaborate with leadership to implement operational enhancements and member service improvements
• Foster a positive, inclusive, and high-performing work environment by supporting team engagement initiatives
• Serves as Assistant Treasurer and signs withdrawal checks within limits of authority
• Maintain and communicate current knowledge of Navy Federal products/services, security updates, fraud alerts, policies, procedures, marketing initiatives, etc
• Assist in maintaining adherence to policies, procedures, and risk controls to ensure operational soundness
• Participate in specialized branch functions, such as audit preparation, procedural updates, and evaluating service metrics to enhance member experiences
• Partner with branch leadership to understand and align with the enterprise strategy, contributing to a shared vision and the effective implementation of strategic priorities.
• Counsel members on financial wellness, identifying opportunities to deepen relationships
• Support branch vault operations, ensuring accurate and compliant handling of cash, negotiable instruments, and transactions
• Temporarily assume leadership responsibilities in circumstances when branch leadership is unavailable, providing guidance and support to the team to ensure seamless operations.
• Perform other duties as assigned

Qualifications

• Experience in building effective relationships through rapport, trust, diplomacy, and tact
• Effective research, analytical, and problem-solving skills
• Experience working independently and in a team environment
• Experience maintaining composure in a high-production and changing environment
• Experience navigating multiple systems efficiently and adapt to evolving technologies
• Effective skill exercising sound judgment and make informed decisions
• Ability to embrace and support change initiatives in a dynamic and continuously evolving environment
• Effective verbal and written communication skills to engage with members and colleagues

Desired Qualifications

• Working knowledge of deposit and loan products, services, and operational procedures
• Experience in customer service, preferably in banking or a 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: 4530 S Dale Mabry Highway, Tampa, Florida 33611

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.

About Us