Member Service Representative

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Handle a high volume of incoming calls while utilizing strong technical skills to navigate various systems (telephony platform, account servicing tools, CRM, knowledge base, and web-based applications) to deliver accurate information, address inquiries, and fulfill requests for both member and non-member callers.

• Conduct necessary member verifications, review account details, communicate company and credit union policies/procedures, and document interactions and results in the appropriate systems.

• Achieve quality, schedule adherence, and productivity standards in a queue-based contact center environment.

• Collaborate with management, vendors, and credit union partners to resolve complex issues and escalations through email and internal messaging tools to assist with service requests, technical research, and problem-solving.

• Assist with specialized digital, card, or loan queues and process associated transactions efficiently and accurately.

• Undertake additional job-related projects and perform other duties as assigned by management.

• Ensure high responsiveness by addressing emails promptly and completing all mandatory annual training by their respective deadlines.

• Stay informed about current department policies and procedures by monitoring updates and communications.

⛳️ Requirements

• A minimum of 5 years of work experience or a combination of relevant professional experience and education (Associate's Degree or higher) or applicable certifications may be considered.

• Direct customer engagement or relationship management experience is essential.

• Banking and/or Fraud experience is preferred.

• Previous experience in a leadership role such as team leader, mentor, coach, trainer, or supervisor is an advantage.

• Familiarity with Microsoft Teams, Outlook, CRM platforms, and the capacity to navigate multiple systems and applications simultaneously is preferred; dual monitors are a plus.

• Demonstrated ability to achieve performance targets.

• Strong de-escalation skills, including precise documentation and appropriate handoffs.

• Ability to work independently, prioritize tasks, and maintain productivity.

• Excellent verbal and written communication abilities.

• Comfortable in a fast-paced, high-volume environment while ensuring accuracy, professionalism, and compliance.

• Highly organized and detail-oriented.

• Strong time-management capabilities.

• Effective in a structured, procedure-driven environment.

🏝️ Benefits

• Medical, dental, and vision insurance

• Paid time off (PTO) starting at 20 days in your first year

• Up to 11 paid holidays per year

• 401(k) with employer match and discretionary contribution

• Employee referral program

• Employee assistance program (EAP)

• Health & wellness program

• Life and AD&D Insurance

• Accidental Injury, Critical Illness and Hospital Care Insurance

• Peer-to-peer recognition program

• Employee Discount Program

• Fully remote (work from home)