Job Title: Member Relations Specialist

Position Location: Raleigh, NC. Hybrid position, must live locally.

Job Summary:

The Member Relations Specialist resolves complex member service issues and strengthens member loyalty. This role plays a critical part in measuring, analyzing, and improving the member experience across the organization while ensuring timely, accurate resolution of member concerns, and regulatory communications.

As a key contributor to the Coastal team, your responsibilities will be:

• (25%) Net Promoter Score (NPS) Program Management and Analysis: Manage member communications related to quarterly relationship surveys and event-triggered transactional surveys. Analyze and report survey results, follow up with detractors within 48 hours to conduct root cause analysis, identify trends, and report on opportunities to improve the overall member experience and loyalty.

• (20%) Member Feedback Collection and Reporting: Collect, analyze, and synthesize member feedback from multiple sources, including comment cards, formal surveys, and one-to-one interactions via telephone, email, and in person. Prepare reports on findings and use insights to recommend and support changes that enhance service delivery, products, and member satisfaction.

• (20%) Complaint Resolution and Regulatory Compliance: Resolve of all communications received from the NCUA, Better Business Bureau, Coastal 24 Mailbox, and Coastal 24 Always On. Ensure accurate documentation and timely updates in Quantivate, adherence to all regulatory and internal timelines, and effective partnership with internal departments to gather information and drive resolution.

• (15%) Member Issue Escalation and Advocacy: Serve as a point of escalation for complex member issues, ensuring the member's perspective is accurately, fairly, and meaningfully represented to all relevant internal stakeholders. Facilitate collaboration across departments to achieve timely, thoughtful, and member-focused resolutions.

• (10%) Organizational Improvement and Training Insight: Leverage member feedback and case trends to identify potential training gaps, product or service issues, and procedural inefficiencies. Partner with internal teams to support continuous improvement initiatives that strengthen service consistency and member trust.

• (10%) Board and Leadership Reporting: Prepare and deliver monthly Board and department reporting by identifying and summarizing all member relations activity from the prior month, including trends, escalations, and notable outcomes, to support leadership oversight and strategic decision-making.

Interested? Here are the qualifications we need to see on your resume:

Experience:

• Six years of customer service experience in a financial institution. Related bachelor's degree may substitute for four years of experience.

Education:

• High school diploma or equivalent

Essential cognitive/physical/social requirements of position:

Must be able to learn and retain information; resolve problems and think sequentially; remain in a stationary position; constantly operate a computer; and converse with others on a continual basis.

For consideration visit https://coastal24.applicantpool.com/jobs/ . You can also scroll back up to the top of this page to the "Apply Now" section.

Deadline for Application: All resumes must be received on or before 4/30/2026

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Coastal Federal Credit Union is committed to providing reasonable accommodations to applicants who may have disabilities. If you need special assistance or an accommodation in applying for employment, please contact our HR department at jkedra@coastal24.com. Request for reasonable accommodation will be considered on a case by case basis.

"It's our duty to create a workplace and company culture where everyone feels heard and valued, and is appreciated for their unique backgrounds, experiences, and perspectives. At the end of the day, what truly matters is that every person who walks through our doors believes that they are an integral part of our team and can bring their best, true self to work each day. Building a culture of inclusivity means creating an environment where everyone thrives and succeeds together."

-Tyler Grodi, CEO

VEVRAA Federal Contractor

Equal Opportunity/Affirmative Action Employer

Minority/Female/Disability/Veterans