Call Center Member Service Associate

NASA Federal Credit Union • Upper Marlboro, MD

2d • $21 - $26 • Hybrid

About The Position

NASA FCU is seeking exceptional Call Center Member Service Associates passionate about delivering outstanding member service. This role involves assisting members with various financial services, including online banking, account transactions, loan processing, and advising on insurance products. The position requires strong communication and multitasking skills, with an emphasis on promoting and selling the credit union's products and services. There are two levels, CCMSA I (Basic) and CCMSA II (Broad), with CCMSA II performing all duties of CCMSA I plus additional responsibilities.

Requirements

• High school diploma or general education degree (GED).
• A minimum of one year of customer service experience (for CCMSA I).
• Call handling experience is preferred (for CCMSA I).
• Experience in a High-Volume Call Center averaging 50-70 inbound calls a day (for CCMSA II).
• Applicable Environments: Financial Institutions, Retail with customer service call centers.
• Must reside in Maryland, Washington DC or Virginia.
• Available to work 40 hours per week with weekday shifts as early as 8 am and as late as 5 pm and Saturdays from 8 am – 2 pm.
• Working a minimum of two Saturdays per month.
• Utilizes keyboard, ten-key, and computer navigation skills in order to access multiple systems at the same time while typing and conversing with a member.
• Demonstrates good grammar while utilizing keyboard, ten-key, and computer navigation skills to access multiple systems simultaneously while typing and conversing with a team member.

Nice To Haves

• Call handling is preferred (for CCMSA I).

Responsibilities

• Assists members with multifaceted online financial services.
• Performs business account, IRA, and HSA transactions.
• Handles new account opening inquiries.
• Processes consumer loans, collecting supporting documentation and entering loan information.
• Advises members regarding available insurance protection (life, disability, gap, etc.).
• Maintains professional telephone skills and adheres to Call Center quality standards.
• Participates in Call Center quality initiatives by self-monitoring calls and making adjustments.
• Responds to member inquiries regarding account operations, charges, access, interest rates, discrepancies, cards, and loan applications.
• Processes various financial transactions including funds transfers, withdrawals, stop payments, loan payments, cashier's checks, and share certificates.
• Maintains thorough knowledge of Credit Union products and services and actively markets and cross-sells them.
• Provides efficient and responsive service to members, meeting productivity metrics and assigned goals.
• Utilizes keyboard, ten-key, and computer navigation skills to access multiple systems simultaneously.
• Demonstrates good grammar while multitasking on the computer.
• Ability to perform all Call Center MSA I duties and functions (for CCMSA II).

Benefits

• Position is overtime eligible.
• Comprehensive healthcare.
• 401(k) with employer match up to 6% and immediate 100% vesting.
• Paid leave.
• Remote work options for applicable positions.
• Insurance coverage begins the 1st day of the month, following 30 days after hire date.
• 100% Credit Union-Paid Health Insurance (Choice of two nationwide PPO plans).
• High-Deductible Plan: 100% employer contribution toward premium. (HSA and FSA compatible).
• Low-Deductible Plan: Generous employer contribution toward premium. (FSA compatible).
• Dental Insurance: Generous employer contribution toward premium.
• Vision Insurance: Generous employer contribution toward premium.
• Long-term Disability Insurance.
• Flexible Spending Medical Account (FSA).
• Flexible Spending Dependent Care Account.
• Health Savings Account (HSA).
• Voluntary Supplemental Life Insurance.
• Voluntary Dependent Life Insurance.
• Voluntary Short-term Disability Insurance.
• Gain Sharing Bonus (eligibility rules apply).
• Life Insurance/AD&D.
• Vacation Leave (excluding Outside Loan Officers).
• Sick and Safe Leave.
• 11 Paid Holidays.
• Education Assistance.
• Employee Referral Bonus.
• Credit Union Membership Eligible.
• Employee Assistance Program.
• Identity Theft Protection (Additional fee to add family members).
• Pet Health Insurance.
• Employee Discount Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED