Member Services Representative

Contact Center Member Services Representative

Our client is a membership-based financial services organization that provides banking and financial products to its members. The organization is seeking a customer-focused professional to join its Contact Center team and provide exceptional service through phone and digital channels.

The Contact Center Member Services Representative will serve as a primary point of contact for members, assisting with account questions, transactions, product information, and general service needs. The ideal candidate will be comfortable working in a customer-facing environment, troubleshooting issues, navigating computer systems, and identifying opportunities to connect members with products and services that meet their needs.

Key responsibilities include:

• Respond to member inquiries through telephone, online, and mobile service channels.
• Research account concerns and work toward timely, accurate resolutions.
• Assist with account openings, loan application requests, transactions, and other routine financial needs.
• Explain available products and services and identify opportunities to recommend relevant solutions.
• Collaborate with internal departments when an issue requires additional research or support.
• Maintain accurate member information and complete required documentation in internal systems.
• Handle customer interactions professionally while minimizing unnecessary transfers.
• Follow established security, privacy, compliance, and regulatory procedures.
• Maintain a working knowledge of products, services, policies, and procedures.
• Complete assigned administrative and other job-related responsibilities as needed.

Qualifications include:

• High school diploma or equivalent required.
• 2+ years of customer service, telephone support, sales, call center, or related experience preferred.
• Banking or credit union experience is a plus, but not required.
• Strong verbal communication, listening, and customer service skills.
• Professional and courteous demeanor with the ability to handle challenging customer situations.
• Strong problem-solving and critical-thinking abilities.
• Comfortable learning new computer systems and working across multiple applications.
• Basic Microsoft Office proficiency.
• Keyboarding speed of 50+ words per minute.
• Ability to maintain accuracy and attention to detail in a financial services environment.
• Dependable, self-motivated, and able to work effectively both independently and as part of a team.

Additional details include:

• The position is based onsite in Reston, VA.
• Overtime is not expected and would require prior management approval.
• Candidates may be required to complete computer proficiency and keyboarding assessments as part of the interview process.

Perks include:

• Opportunity to transition from contract to permanent employment.
• Stable Monday–Friday schedule.
• 40-hour workweek.
• Opportunity to gain or expand experience within the banking and financial services industry.
• Medical, dental, vision, and 401(k) eligibility.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.