Member Services Specialist Jobs
Member Services Specialist jobs are open across insurance, healthcare, credit unions, utilities, and financial services, from entry-level to senior and team lead, with specializations in benefits administration, account retention, and member onboarding. See the openings below and apply to the ones that match your experience.
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To process and evaluate specialized mortgage account changes including, but not limited to, modifications, contractual adjustments such as annual or monthly rate changes. To answer mortgage related inquires and questions regarding active loans for members and internal customers. To set up and maintain records within the Mortgage Servicing Platform (MSP). Perform basic/routine tasks with basic scope.
- Set up and review the scheduled drafting system for all loans on automatic payments; implement and update automatic member payment options for mortgage and equity loans.
- Prepare, submit, enact and review offers for a Streamlined Rate Reduction in partnership with the mortgage origination team. Basic/Routine
- Process online communication requests to review and update member loans by Navy Federal employees.
- Review data reports identifying possible discrepancies in member information and correct within MSP.
- Verify accurate credit bureau reporting and reporting for equity loans with a freeze added or removed by Equity Lending in MSP system
- Review discrepancies in 1098 reporting and adjust as appropriate
- Review and process member requests for expedited equity loan checks. Basic/Routine
- Process, review, and verify Home Affordable Modification Alternative (HARMA) modifications at the direction of the mortgage originations team
- Review and maintain the drafting discount program, ensuring timely removal of the discount for members who delete or alter drafting to a non-Navy Federal account
- Review, verify, and when needed correct notifications to members of pending changes to loans (i.e. ARM. interest only to principal and interest) in accordance with timely notice requirements; generate documentation, enact and review the modification of 2/2 ARM rates for the member in accordance with original loan documentation
- Review accounts on Budget Easy Pay with funds in suspense and contact members to resolve, review reports of compromised automatic payment accounts and update accordingly
- Generate documentation, enact, and review the conversion of equity lines of credit to fixed equity loans in accordance with the original loan documents signed by the member Basic/Routine
- Process Home Equity Lines of Credit (HELOC) credit card order requests
- Review errors identified by the Contact Center or Post Closing team on loans download where MSP does not match the signed documentation on file
- Process loan assumptions per documentation provided by the mortgage origination team
- Maintain the indices which determine the rates for ARM and equity loan variable rates
- Assist the Mortgage Correspondence team by providing detailed information responding to member letters and Navy Federal Online Account Access (NFOAA) correspondence, and monitor the fax database and distribute or respond appropriately to faxes received from members.
- Discuss with members the options for recasting a loan, drawing up appropriate documentation, ensuring the recast is performed correctly
- Enter consumer and business loans to MSP systems that have not downloaded through existing automated processes or at the direction of Business Services.
- Process collection and deferral modifications based on documentation provided by the Member Outreach area.
- Partner with Mortgage Collections for the handling of loans where members have transferred title incorrectly.
- NMLS certification required
- Perform other duties as assigned
- Ability to work independently and in a team environment
- Effective in remaining diplomatic and tactful when interacting with staff, management, vendors, and members
- Effective verbal and written communication skills
- Basic skills in performing mathematical calculations and working accurately with numbers
- Basic skills in researching, analyzing, and problem solving
- Basic skills in interpreting and applying instructions
- Effective skills in word processing and spreadsheet software
- Basic skills in exercising initiative and using good judgment to make sound decisions
- Effective skills in organizing, planning, and time management to produce desired results and achieve goals and objectives
- Effective skill maintaining accuracy with attention to detail and meeting deadlines
- Effective skill examining and interpreting information quickly and accurately
Desired Qualifications
- Familiarity with Navy Federal mortgage products, services, programs, policies and procedures
- Familiarity with mortgage lending requirements, regulations, and procedures and mortgage servicing policies and practices
- Familiarity with mortgage & equity payment/payoff functions and related servicing regulations
- Familiarity with Navy Federal financial and credit transaction processes and mortgage servicing system
- Ability to analyze, comprehend, and explain complex mortgage loan accounts
- Exposure to automated lending systems
Additional Information
Hours:
- Monday - Friday, 8:00AM - 4:30PM
Location:
- 141 Security Drive, Winchester, VA 22602
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.
- FORTUNE 100 Best Companies to Work For® 2025
- Yello and WayUp Top 100 Internship Programs
- Computerworld® Best Places to Work in IT
- Newsweek Most Loved Workplaces
- 2025 PEOPLE® Companies That Care
- Newsweek Most Trustworthy Companies in America
- Military Times 2025 Best for Vets Employers
- Best Companies for Latinos to Work for 2025
- Forbes® 2025 America’s Best Large Employers
- Forbes® 2025 America's Best Employers for New Grads
- Forbes® 2025 America's Best Employers for Tech Workers
- 2025 RippleMatch Campus Forward Award Winner for Overall Excellence
- Military.com Top Military Spouse Employers 2025
- 2025 Handshake Early Talent Award
From Fortune . ©2025 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.
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 medicalaccommodations@navyfederal.org 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.
Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
To process and evaluate specialized mortgage account changes including, but not limited to, modifications, contractual adjustments such as annual or monthly rate changes. To answer mortgage related inquires and questions regarding active loans for members and internal customers. To set up and maintain records within the Mortgage Servicing Platform (MSP). Perform basic/routine tasks with basic scope.
- Set up and review the scheduled drafting system for all loans on automatic payments; implement and update automatic member payment options for mortgage and equity loans.
- Prepare, submit, enact and review offers for a Streamlined Rate Reduction in partnership with the mortgage origination team. Basic/Routine
- Process online communication requests to review and update member loans by Navy Federal employees.
- Review data reports identifying possible discrepancies in member information and correct within MSP.
- Verify accurate credit bureau reporting and reporting for equity loans with a freeze added or removed by Equity Lending in MSP system
- Review discrepancies in 1098 reporting and adjust as appropriate
- Review and process member requests for expedited equity loan checks. Basic/Routine
- Process, review, and verify Home Affordable Modification Alternative (HARMA) modifications at the direction of the mortgage originations team
- Review and maintain the drafting discount program, ensuring timely removal of the discount for members who delete or alter drafting to a non-Navy Federal account
- Review, verify, and when needed correct notifications to members of pending changes to loans (i.e. ARM. interest only to principal and interest) in accordance with timely notice requirements; generate documentation, enact and review the modification of 2/2 ARM rates for the member in accordance with original loan documentation
- Review accounts on Budget Easy Pay with funds in suspense and contact members to resolve, review reports of compromised automatic payment accounts and update accordingly
- Generate documentation, enact, and review the conversion of equity lines of credit to fixed equity loans in accordance with the original loan documents signed by the member Basic/Routine
- Process Home Equity Lines of Credit (HELOC) credit card order requests
- Review errors identified by the Contact Center or Post Closing team on loans download where MSP does not match the signed documentation on file
- Process loan assumptions per documentation provided by the mortgage origination team
- Maintain the indices which determine the rates for ARM and equity loan variable rates
- Assist the Mortgage Correspondence team by providing detailed information responding to member letters and Navy Federal Online Account Access (NFOAA) correspondence, and monitor the fax database and distribute or respond appropriately to faxes received from members.
- Discuss with members the options for recasting a loan, drawing up appropriate documentation, ensuring the recast is performed correctly
- Enter consumer and business loans to MSP systems that have not downloaded through existing automated processes or at the direction of Business Services.
- Process collection and deferral modifications based on documentation provided by the Member Outreach area.
- Partner with Mortgage Collections for the handling of loans where members have transferred title incorrectly.
- NMLS certification required
- Perform other duties as assigned
- Ability to work independently and in a team environment
- Effective in remaining diplomatic and tactful when interacting with staff, management, vendors, and members
- Effective verbal and written communication skills
- Basic skills in performing mathematical calculations and working accurately with numbers
- Basic skills in researching, analyzing, and problem solving
- Basic skills in interpreting and applying instructions
- Effective skills in word processing and spreadsheet software
- Basic skills in exercising initiative and using good judgment to make sound decisions
- Effective skills in organizing, planning, and time management to produce desired results and achieve goals and objectives
- Effective skill maintaining accuracy with attention to detail and meeting deadlines
- Effective skill examining and interpreting information quickly and accurately
Desired Qualifications
- Familiarity with Navy Federal mortgage products, services, programs, policies and procedures
- Familiarity with mortgage lending requirements, regulations, and procedures and mortgage servicing policies and practices
- Familiarity with mortgage & equity payment/payoff functions and related servicing regulations
- Familiarity with Navy Federal financial and credit transaction processes and mortgage servicing system
- Ability to analyze, comprehend, and explain complex mortgage loan accounts
- Exposure to automated lending systems
Additional Information
Hours:
- Monday - Friday, 8:00AM - 4:30PM
Location:
- 141 Security Drive, Winchester, VA 22602
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.
- FORTUNE 100 Best Companies to Work For® 2025
- Yello and WayUp Top 100 Internship Programs
- Computerworld® Best Places to Work in IT
- Newsweek Most Loved Workplaces
- 2025 PEOPLE® Companies That Care
- Newsweek Most Trustworthy Companies in America
- Military Times 2025 Best for Vets Employers
- Best Companies for Latinos to Work for 2025
- Forbes® 2025 America’s Best Large Employers
- Forbes® 2025 America's Best Employers for New Grads
- Forbes® 2025 America's Best Employers for Tech Workers
- 2025 RippleMatch Campus Forward Award Winner for Overall Excellence
- Military.com Top Military Spouse Employers 2025
- 2025 Handshake Early Talent Award
From Fortune . ©2025 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.
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 medicalaccommodations@navyfederal.org 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.
Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
See All 17 Member Services Specialist Jobs
Find roles that match your experience and apply in just a few clicks.
Find JobsMember Services Specialist Job Market
Who's Hiring
Top Industries Hiring
- Banking & Financial Services
What Employers Look For
The qualifications that appear most often in member services specialist jobs.
- One to three years of customer or member service experience in a high-volume environment
- Proficiency with CRM platforms and member database management tools
- Strong verbal and written communication skills for phone, email, and chat channels
- Ability to explain complex benefits, policies, or account terms clearly to members
- Familiarity with HIPAA, FINRA, or other compliance requirements depending on the sector
- Associate's or bachelor's degree in business, communications, or a related field
Tips for Your Member Services Specialist Job Search
Tailor your resume to membership metrics
Highlight specific outcomes tied to member satisfaction, retention, or issue resolution speed. Employers want to see that you've owned a member relationship from inquiry to resolution, not just that you answered phones or processed requests.
Apply early to roles that fit
Migrate Mate lists member services specialist openings from across the United States in one place, so you can find roles that match and apply directly to each listing.
Match your resume to each sector's language
Credit unions, health plans, and utilities all use different terminology for the same work. A credit union calls it 'member services,' a health insurer calls it 'benefits support.' Mirror the exact language in each job posting to pass applicant tracking systems.
Target postings that list your certifications
Roles in financial services often require FINRA or CUNA certifications, while healthcare member services may flag HIPAA compliance experience. Filter your search by those keywords to find openings where your credentials are an immediate match.
Prepare for scenario-based interview questions
Most member services specialist interviews test how you handle an upset member who wants to cancel or escalate. Prepare two or three detailed examples using the situation, your action, and the outcome, with the member staying or the issue fully resolved.
Negotiate total compensation, not just base pay
Many member services roles in credit unions and health plans include tuition reimbursement, certification funding, and shift differentials. Ask about these during the offer stage, since they vary widely and are often not listed in the posting.
Member Services Specialist Jobs: Frequently Asked Questions
Which companies are hiring the most member services specialists?
The companies hiring the most member services specialists right now include CareSource, USALLIANCE Financial, and Navy Federal Credit Union, with the largest share of openings in New York, Texas, and Florida, based on current listings on Migrate Mate as of November 2026. Health plans, credit unions, and large utilities tend to post the highest volumes year-round.
How many member services specialist jobs are remote?
About 67% of member services specialist openings are fully remote or hybrid as of November 2026, with availability varying by sector and employer. Roles focused on phone-based or chat-based member support are the most likely to be fully remote, while positions tied to in-branch credit union services or on-site benefits enrollment tend to require a physical presence.
How do you become a member services specialist?
Start by building experience in a customer-facing role, such as call center, retail banking, or insurance support, where you handle inquiries and resolve complaints. From there, pursue a sector-specific credential like a CUNA certification for credit unions or a benefits administration course for health plans. Employers also look for demonstrated ability to manage member records in a CRM, so hands-on experience with database tools strengthens your candidacy significantly.
Can you get a member services specialist job with little experience?
Yes, many entry-level member services specialist roles are open to candidates with no direct industry experience, provided you can show strong communication skills and comfort working with people through difficult conversations. Retail, hospitality, and call center backgrounds transfer well. Some employers, especially credit unions and regional health plans, offer paid training programs specifically designed to bring new hires up to speed on products, compliance, and member systems.
What does the member services specialist interview process look like?
Most employers start with a phone or video screen focused on your communication style and experience handling difficult member situations. A second round typically involves a panel or hiring manager interview with scenario-based questions, where you walk through how you resolved a specific complaint or retained an at-risk member. Some healthcare and financial services employers add a brief written exercise or a role-play to assess how you explain policy or benefits clearly under pressure.
Where can I find and apply to member services specialist jobs?
You can find and apply to member services specialist jobs on Migrate Mate, which lists current openings from across the United States. Search for roles that fit your sector background and experience level, then apply directly to each listing that matches what you're looking for.
See All 17 Member Services Specialist Jobs
Find roles that match your experience and apply in just a few clicks.
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