Job Title: Contact Center Representative / Customer Service Representative

Location: Reston, VA 

Position Overview: As a Contact Center Representative / Customer Service Representative, you will be the first point of contact for our members, providing assistance and resolving inquiries via phone, email, and chat. This role will initially require full on-site presence for the first 6 months, with the opportunity for remote work on alternating weeks thereafter.

Key Responsibilities:

• Answer incoming calls, respond to emails, and engage in live chat to assist members with inquiries related to accounts, transactions, products, and services.
• Provide information about our products and services, including rates, fees, eligibility criteria, and application processes.
• Process member requests, such as account transfers, loan applications, and card replacements, accurately and efficiently.
• Troubleshoot and resolve member issues and complaints in a timely and professional manner, escalating complex issues to appropriate channels as needed.
• Educate members on online and mobile banking tools and assist with navigation and troubleshooting.
• Maintain accurate records of member interactions, transactions, and inquiries in the customer relationship management (CRM) system.
• Collaborate with internal teams, including branch staff, loan officers, and operations, to address member needs and ensure a seamless customer experience.
• Adhere to regulatory requirements and compliance standards, including privacy and security policies.

Qualifications:

• 1 year of experience in a customer service role at a credit union or bank is required.
• High school diploma or equivalent; college degree preferred.
• Excellent communication and interpersonal skills, with a strong customer service orientation.
• Ability to multitask and prioritize in a fast-paced environment, while maintaining attention to detail and accuracy.
• Proficiency in computer systems and software, including Microsoft Office and CRM systems.
• Knowledge of banking products and services, including deposit accounts, loans, and credit cards.
• Strong problem-solving skills and the ability to remain calm and composed under pressure.
• Flexibility to work alternating weeks fully remote and fully on-site after the initial 6-month period.