Customer Service Representative

We are actively interviewing for the following job opportunity. If interested please apply now.

About the Opportunity

We are a prominent, member-owned credit union dedicated to serving our local community and helping our members achieve their financial goals. We are currently seeking highly motivated and committed Customer Service Representatives to join our Contact Center team in Fairfax, VA.

In this role, you will be the primary point of contact for our members, delivering high-quality, empathetic service through multiple communication channels. If you thrive in a fast-paced, high-volume environment and genuinely enjoy helping people, we want you to join our team!

Schedule & Logistics

• Weekday Schedule: Monday – Friday, 8:00 AM – 5:00 PM or 9:00 AM – 6:00 PM
• Weekend Schedule: 2 Saturdays per month, 9:00 AM – 1:00 PM (Remote — we will supply you with a company laptop)
• Start Date & Training: Paid orientation will take place on July 9th (8:15 AM - 11:00 AM) to pick up your laptop and badging. Full-time training will officially begin on July 13th.

What You Will Do

• Member Support (50%): Serve as the first line of support, answering up to 80 inbound calls per day. You will resolve member concerns, correct errors, and strive for first-contact resolution while protecting member information and remaining vigilant against fraud.
• Record Maintenance (20%): Accurately update member records in compliance with established policies, federal regulations, and the Bank Secrecy Act. Conduct proactive follow-ups to verify information and ensure a seamless member experience.
• Loan Servicing (15%): Process loan payments, provide principal balances, prepare payoff statements, facilitate balance transfers, and manage loan documentation accurately.
• Product Recommendation (10%): Identify members’ needs and recommend relevant credit union products and services to support their financial well-being.
• Administrative Support (5%): Assist the Contact Center Management team with additional assigned tasks.

What We Are Looking For

• Education: High school diploma or equivalent (GED).
• Experience: Minimum of 1 year in a financial institution or contact center is preferred, but not required! We are highly open to committed entry-level candidates who possess excellent customer service skills and are ready to learn.
• Pacing: Ability to handle a high-volume, fast-paced environment (must be comfortable managing 80 interactions daily).
• Technical Skills: Proficiency with Microsoft Word, CRM systems, and the ability to seamlessly navigate multiple screens and tools simultaneously.
• Soft Skills: Active listening, empathy, strong analytical problem-solving, and adaptability.
• Clearances: Must be able to pass a standard pre-employment background check, credit check, and fingerprinting.
• Physical Requirements: Ability to lift up to 25 lbs and utilize standard office equipment.

Why Join Us?

We believe in investing in our team. We offer paid training, provide the equipment needed for your remote weekend shifts, and actively look to convert our successful contract representatives into full-time, permanent employees.

We are an equal opportunity employer and welcome applicants from all backgrounds to apply.