Call Center Member Service Associate

NASA Federal Credit Union • Upper Marlboro, MD

20h • $21 - $26 • Hybrid

About The Position

NASA FCU is on a mission to find exceptional Call Center Member Service Associates who are passionate about delivering exceptional member service. Our homebase is located at 500 Prince George's Blvd in Upper Marlboro, Maryland.

You must reside in Maryland, Washington DC or Virginia.

All call center team members must be 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 is also part of the schedule. This is a Remote-Hybrid position with your initial 90-120 days onsite.

Join our mission at NASA Federal Credit Union and be a part of a team that is committed to providing exceptional member service while promoting and selling our innovative products and services!

Requirements

• High school diploma or general education degree (GED).
• A minimum of one year of customer service experience.
• Call handling is preferred.
• High school diploma or general education degree (GED).
• Experience in a High-Volume Call Center averaging 50-70 inbound calls a day.
• Must reside in Maryland, Washington DC or Virginia.
• All call center team members must be 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 is also part of the schedule.

Responsibilities

• Assists members with multifaceted online financial services (in-depth understanding of online products and services).
• Performs business account, IRA, and HSA transactions.
• Handles new account opening inquiries.
• Process consumer loans; collecting supporting application documentation and entering loan information into the lending system.
• Advises members regarding available insurance protection (life, disability, gap, etc.).
• Maintains professional telephone skills by adhering to Call Center quality standards and consistent use of the Call Center telephone dialog.
• Participates in Call Center quality initiative by self-monitoring calls using call recording software and making the necessary adjustments to improve individual performance.
• Responds to member inquiries regarding the operation of accounts, account usage charges, access to accounts, interest rates on savings and loan products, resolving account discrepancies, credit, debit and ATM cards, account information, loan applications and assisting members to make the most effective use of services offered by the Credit Union.
• Processes a variety of financial transactions on member accounts including funds transfers, withdrawals, stop payments, loan payments, check orders, and issues cashier’s checks and share certificates. May also process daily department mail.
• Maintains a thorough knowledge of Credit Union products and services and actively markets and cross-sells products and services offered by the Credit Union by educating members on the features and benefits of the products.
• Provides efficient and responsive service to members by maintaining an acceptable level of productivity as measured by established Call Center production metrics and actively strives to achieve any assigned goals for loans, deposits, and services.
• 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.
• Ability to perform all Call Center MSA I duties and functions.
• May handle consumer loan document collection.

Benefits

• Salary: Position is overtime eligible.
• Call Center MSA I: $21.00 - $22.00
• Call Center MSA II: $24.00 - $25.50
• NASA Federal Credit Union offers an array of benefits including comprehensive healthcare, 401(k), paid leave, remote work options for applicable positions, and more.
• 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+
• 401(k) with employer match up to 6% and immediate 100% vesting
• 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
• All benefits are based on meeting NASA Federal Credit Union’s eligibility requirements and the carrier’s terms and conditions.

What This Job Offers

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