Member Service Representative (Full-Time) - Capitol Heights

Navy Federal Credit Union; Capitol Heights (MD); On-site; USD 42,000 - 54,000; Full time

Job summary

Navy Federal Credit Union is seeking a member-focused team member in Capitol Heights, MD to provide guidance on deposit accounts, loans, and other financial products. You will support members with routine transactions and ensure accurate processing while maintaining compliance with regulations.

The role emphasizes relationship-building, problem-solving, and teamwork in a fast-paced banking environment. Training and development are available as you grow in confidence and independence.

Qualifications

• Ability to build relationships with members and colleagues
• Strong research, analytical, and problem-solving skills
• Experience working independently and in a team
• Maintaining composure in a high-production environment
• Navigate multiple banking systems and evolving technologies
• Demonstrate sound judgment in decision making
• Adapt to change and dynamic processes
• Effective verbal and written communication with members

Responsibilities

• Provide basic counseling on products and services to meet member needs
• Assist members with opening and maintaining deposit accounts, loans, and other financial products
• Research and resolve basic account discrepancies and service requests
• Identify opportunities to cross-sell products and deepen member relationships
• Understand and comply with applicable regulations related to financial products and services
• Support teammates by sharing knowledge and best practices
• Ensure cash handling and negotiable instruments are processed securely
• Process routine transactions (deposits, withdrawals, loan payments, check cashing)
• Perform other duties as assigned

Skills

Relationship-building

Analytical skills

Independent work

Composure under pressure

Multi-system navigation

Sound judgment

Adaptability

Communication

Job description

Overview

To provide members and prospective members the full range of products and services offered by Navy Federal Credit Union including depository accounts such as checking, savings, certificates, IRA, revocable trust and estate accounts; Lending products; and credit/debit cards. To perform moderately complex platform banking functions under supervision while developing confidence and function independence in the role.

This position is eligible for the TalentQuest employee referral program.

Responsibilities

• Provide basic counseling on available products and services to meet member needs
• Assist members with opening and maintaining deposit accounts, loans, and other financial products
• Research and resolve basic account discrepancies and service requests
• Identify opportunities to cross-service products and enhance member relationships through education
• Understand and comply with all relevant federal and institutional regulations related to financial products and services
• Support team members by sharing knowledge and best practices as experience grows
• Ensure cash and other negotiable instruments are handled properly and securely
• Process routine transactions, including deposits, withdrawals, loan payments, and check cashing
• 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

Additional Information

Hours

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

Location

• 9201 Alaking Court Capitol Heights, Maryland 20743
• 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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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.

Accommodations

If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at [e-mail] or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.

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. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.

Bank Secrecy Act

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