Contact Center Member Services Representative

Topside Federal Credit Union • Fredericksburg, VA

2d • $17 - $24 • Onsite

About The Position

The Contact Center Member Services Representative provides exceptional member service through telephone, chat, secure messaging, and evolving channels such as Video Banking and ITMs. The position handles account inquiries and servicing, opens accounts, resolves routine concerns, troubleshoots errors, screens calls, and directs members to appropriate resources when additional assistance is required. As trained and qualified, the representative may expand into branch-level, teller, product, and operational services, including more complex account servicing and approved transactions. All responsibilities are performed in accordance with Credit Union policies, procedures, internal controls, security standards, and regulatory requirements, with a consistent focus on accuracy, compliance, and member service.

Requirements

• Requires up to six months of related or equivalent experience, including time in preparatory roles.
• Ability and willingness to complete additional training as responsibilities expand, including training related to Video Banking, complex account types, lending services, IRA transactions, teller operations, ITMs, fraud prevention, and applicable compliance requirements.
• Strong member service, relationship-building, communication, and problem-solving skills, with the ability to effectively support members through telephone, written, chat, secure messaging, Video Banking, and other approved channels.
• Strong attention to detail, organization, accuracy, and the ability to manage multiple priorities.
• Proficient in Microsoft Office 365 and able to learn and navigate multiple systems and applications.
• Knowledge of, or the ability to learn, applicable compliance and security requirements, including BSA, USA PATRIOT Act, OFAC, Video Banking, and ITM procedures.
• Ability to research and resolve routine concerns, provide appropriate solutions or referrals, and accurately perform account servicing, approved loan, IRA, and teller-related functions following required training.
• Must maintain confidentiality, exercise sound judgment, and consistently meet established service, quality, productivity, compliance, and member satisfaction standards.
• Regular, reliable, and timely attendance is required.

Nice To Haves

• Spanish speaking is a plus.
• Preferred background includes member or customer service experience, ideally within a contact center, retail banking, credit union, or other financial institution setting.
• Spanish bilingual proficiency is highly valued and may qualify for additional compensation based on Credit Union practices and business needs.

Responsibilities

• Assist current and potential members by providing account information and troubleshooting errors across multiple channels, including phone calls, chat, SMS, and secure messages. Identify member needs, provide accurate information and consultative guidance, resolve routine concerns, and make appropriate referrals when additional expertise is needed.
• Adhere to all Topside FCU policies, procedures, security requirements, internal controls, and applicable laws and regulations to ensure every interaction and transaction is secure, accurate, and compliant. This includes, but is not limited to, compliance with the Bank Secrecy Act (BSA), USA PATRIOT Act, Office of Foreign Assets Control (OFAC), and other applicable regulatory requirements. Maintain an understanding of applicable compliance, identification, authentication, security, and transaction requirements for services performed through Video Banking and ITMs.
• Assist new and existing members with opening and servicing accounts, ensuring all required information and documentation are obtained and processed accurately, completely, and in accordance with established procedures. Following required training and authorization, expand knowledge and support for approved complex account types, including business, trust, estate, representative payee, custodial, and IRA accounts, as well as applicable account revisions and maintenance.
• Proactively identify opportunities to introduce or recommend additional products, services, and digital solutions that may benefit members. Provide personalized, helpful guidance while identifying appropriate solutions based on member needs and promote the use of available digital and remote service options when appropriate.
• Meet or exceed established department standards for response times, resolution times, quality, productivity, and member satisfaction. Maintain a strong focus on achieving department KPIs while delivering efficient, accurate, and exceptional service. Successfully complete required training to support the expansion of Video Banking and ITM services and perform additional approved responsibilities as assigned.

What This Job Offers

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