Sr Member Relations & Advocate Specialist
The pay range for this position is listed below. Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity.
Pay Range:$88,221.00 - $132,331.00
Scheduled Weekly Hours:40
What You'll Be Doing
The Sr Member Relations & Advocate Specialist is responsible for independently managing the Credit Union's most complex, sensitive, and high-risk Member escalations. This role applies advanced investigation, critical thinking, and de-escalation expertise to achieve fair, timely, and compliant resolutions while balancing Member advocacy with organizational risk. The position partners with leadership and cross functional teams to address escalations with enterprise impact, supports high-risk Member relationship decisions including restriction or expulsion processes, and provides subject matter guidance to promote consistent escalation practices and continuous improvement across the organization.
- Independently manages and resolves the Credit Union's most complex, sensitive, and high-risk Member escalations, including those with potential regulatory, legal, reputational, or safety implications.
- Conducts thorough investigations by gathering, analyzing, and documenting information from multiple internal and external sources, including direct interaction with Members, to determine appropriate, compliant resolution strategies.
- Applies advanced de-escalation, negotiation, and conflict resolution skills to address emotionally charged situations while maintaining professionalism and Member advocacy.
- Partners with executive leadership and cross-functional teams to evaluate escalations with enterprise-wide impact and recommends resolution outcomes.
- Supports high-risk Member relationship decisions, including Member restriction or expulsion actions, ensuring adherence to applicable laws, regulations, internal policies, and documentation standards.
- Serves as a subject matter expert and escalation resource for teammembers by providing guidance, coaching, and consultation on complex cases and best practices.
- Identifies trends, root causes, and systemic issues contributing to Member escalations and provides recommendations for process, policy, or training improvements.
- Maintains accurate, timely, and detailed documentation of escalation cases, investigations, and outcomes in accordance with recordkeeping and compliance requirements.
- Ensures all escalation activities align with the Credit Union's commitment to exceptional service, risk management, and regulatory compliance.
Additional Job Functions
- Performs other duties as assigned
- Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions
Qualifications
- High School Diploma or GED required
- Bachelor's Degree in a related field or equivalent years of experience required
- 5-7 years of prior relevant experience required
- Threat Manager Certification or similar required
- Coursework or certification in Risk Management, Compliance, Dispute Resolution, or Conflict Management preferred
Knowledge, Skills, and Abilities
- Computer literacy, including advanced knowledge of MS Office, and ability to learn and navigate security systems
- Advanced knowledge of social media sites and use of online sources of open-source intelligence (OSINT)
- Ability to conduct thorough investigations, including interviewing and interrogating involved parties
- Ability to communicate professionally orally and in writing to senior and executive leaders
- Ability to work effectively under minimal supervision
- Ability to exercise good decision-making and judgment in all situations
- Ability to work non-standard hours, on weekends, and overnight as needed
