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We are looking for innovative and dynamic professionals with a passion for exceptional service to join our Retail Banking team as an Member Escalations Specialist

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

What you will do:

The Member Escalation 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 have a passion for providing empathetic, effective solutions to service failures and ensuring member concerns do not progress into formal complaints or potential membership termination.

Primary responsibilities include serving as the initial point of contact for all informal complaints received organizationally, conducting thorough due diligence, engaging the appropriate internal parties, and independently driving the action plan to resolution. The Member Escalation Specialist will manage all communication with the member throughout the process, ensuring transparency, professionalism, and timely updates. A significant component of this role includes maintaining complete and accurate documentation of all activities, resolutions, and member interactions, as well as supporting compliance-related activities tied to examiner inquiries, regulatory expectations, and organizational complaint-management standards.

The Member Escalation Specialist adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position, including all aspects of the Bank Secrecy Act and related regulations, such as OFAC, and the USA Patriot Act, Fair Lending and Information Security.

A day in your life might include:

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.

Additional Responsibilities may include:

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.

What we need from you:

Core Competencies

As employees we are…

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 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.

Physical Requirements

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

SECU is committed to fostering a diverse, equitable, and inclusive workforce where all individuals are valued and respected. We take pride in providing equal opportunities for all qualified applicants regardless of race, ethnicity, national origin, gender, sexual orientation, gender identity or expression, religion, military or veteran status, or any other characteristics protected by law.

Compensation Information: Offers will be commensurate with experience and education.

Salary: Min. $51,200 – Max. $82,000

We provide comprehensive benefits, with a focus on total well-being:

Medical, vision, dental benefits
401k plan with company matching
Generous sick, vacation and personal leave
And more..2025 SECU Benefit Guide

To learn more about what it is like to work at SECU please visit our career portal - secumd.org/careers

If you’re interested in a challenging and rewarding career then SECU is for you!

We can’t wait to get to know you!

SECU is an Equal Opportunity Employer

SECU

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Member Escalations Specialist