Member Service Representative – Remote Contact Center (Dallas Area)

TEKsystems•Haltom City, TX

1d•Hybrid

About The Position

This role focuses on delivering exceptional service to members in a fast-paced, 24/7 contact center environment. You will respond to inbound and outbound inquiries, provide accurate information about financial products and services, and complete account-related transactions while using multiple computer systems. You will actively listen, engage with members, and identify additional products or services that may meet their financial needs, ensuring a positive and efficient member experience on every call.

Requirements

Proven customer service experience in a professional, high-volume environment such as a call center, administrative role, secretary/receptionist position, banking or mortgage setting, or busy retail environment.
Strong phone-based communication skills with the ability to handle inbound and outbound calls in a courteous and efficient manner.
Demonstrated ability to work in a highly structured, policy-driven environment while following detailed procedures.
Accurate and efficient data entry skills with strong attention to detail.
Ability to navigate and adapt to multiple computer systems and applications at the same time.
Capability to manage sustained periods of back-to-back calls while maintaining quality and composure.
Reliability in adhering to schedules, including breaks and meal periods, within a 24/7/365 contact center.
Residence within approximately 60 miles of Dallas, TX, with the ability to work remotely.

Nice To Haves

Experience in a financial services, banking, credit union, or mortgage environment is highly beneficial.
Experience in high volume retail or other fast-paced customer-facing roles.
Comfort working in a remote setting while staying engaged and productive in a virtual contact center.
Ability to maintain work-life balance while supporting flexible shift schedules in a 24/7 operation.
Strong problem-solving skills and the ability to think quickly while assisting members.

Responsibilities

Respond to a high volume of inbound and outbound phone calls from members in a structured, schedule-driven contact center.
Provide clear, accurate information about products and services, including savings, checking, consumer loans, credit cards, IRAs, and other account types.
Perform account-related transactions and functions such as balance inquiries, payments, transfers, and other service requests.
Actively listen to members to understand their needs and deliver solutions that support their financial goals.
Use multiple computer systems and tools simultaneously to research information, document interactions, and process transactions efficiently.
Adhere to all policies, procedures, and compliance requirements while handling member information and completing transactions.
Maintain a high level of professionalism, courtesy, and engagement on every call to ensure an outstanding member experience.
Identify and suggest additional products and services that may benefit members, creating opportunities for positive interaction and deeper relationships.
Manage back-to-back calls for extended periods, including call segments that may last up to four hours before the next scheduled break.
Follow a structured schedule, including taking breaks and meals at designated times, to support consistent service coverage in a 24/7/365 operation.