MSR AS (GPO) - 05/11

TEKsystems•Pensacola, FL

7d•$18 - $18•Hybrid

About The Position

This role provides front-line support to members and other callers in a fast-paced, 24/7 contact center. You will handle a high volume of inbound calls, respond to inquiries, process account transactions, and educate members on a wide range of financial products and services. Using multiple systems, you will deliver accurate information, demonstrate strong active listening skills, and create positive, engaging experiences that strengthen member relationships.

Requirements

Proven customer service experience in a professional, high-volume environment such as call center, administrative, receptionist/secretary, banking/mortgage, or busy retail.
Strong phone-based customer service skills with the ability to handle back-to-back calls in a structured setting.
Accurate data entry skills and the ability to work within multiple computer systems at once.
Demonstrated ability to follow policies, procedures, and compliance guidelines consistently.
Excellent verbal communication and active listening skills to understand and address member needs.
Ability to work effectively in a schedule-driven environment with set break and meal times.
Comfort working in a very structured, high-volume contact center environment.
Professional demeanor and reliability in attendance, punctuality, and adherence to assigned shifts.

Nice To Haves

Experience in a financial services, banking, or mortgage environment is highly beneficial.
Background in high-volume retail or well-known customer-focused brands is a strong plus.
Ability to adapt quickly to new systems, processes, and engagement methods.
Strong problem-solving skills and the ability to remain calm under pressure.
Interest in supporting the financial needs of a broad and diverse member base, including those with complex service needs.

Responsibilities

Respond to a high volume of inbound phone calls from members and other callers in a structured, schedule-driven contact center environment.
Provide clear, accurate information about financial products and services, including savings, checking, consumer loans, credit cards, IRAs, and other account types.
Perform account transactions and related functions while maintaining a high level of accuracy and attention to detail.
Use multiple computer systems and tools simultaneously to research information, document interactions, and complete member requests efficiently.
Demonstrate active listening and strong communication skills to understand member needs and provide appropriate solutions.
Advise members on additional products and services that may meet their financial needs, creating opportunities for positive member interaction.
Adhere to all policies, procedures, and compliance requirements while handling member information and completing transactions.
Maintain professionalism and composure while managing back-to-back calls, including during peak call volumes.
Follow assigned schedules closely, including taking breaks and meals at scheduled times in alignment with contact center requirements.
Contribute to a positive team environment by supporting colleagues and participating in a professional, service-focused culture.