MSR AS (GPO) - 05/11

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.

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.

• 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.

• 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.

You will join a mission-driven organization that serves the financial needs of members and their families around the world. With hundreds of branches and a global presence, you gain the stability and resources of a large, established institution while working in a team-focused contact center environment. The organization emphasizes work-life balance by encouraging you to select shifts that align with your personal responsibilities whenever possible, within reasonable flexibility. You will have the opportunity to make a meaningful impact on members’ financial lives every day while building valuable experience in a professional, service-oriented culture.

Work Environment

This position is based in a 24/7/365 contact center that supports members worldwide. You will work in a hybrid/onsite model, with scheduled shifts that may vary within a one-hour window for start and end times. Your daily availability window must be at least 9.5 hours to accommodate this flexibility. The environment is highly structured and schedule-driven, with breaks and meals taken at designated times. You will spend the majority of your shift on the phone handling back-to-back calls and may be scheduled to take calls for up to four hours before your next break. The setting is professional, technology-enabled, and designed to support high call volumes while maintaining a strong focus on service quality and member experience.

Job Type & Location

This is a Contract to Hire position based out of Pensacola, FL.

The pay range for this position is $17.50 - $17.50/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a hybrid position in Pensacola,FL.

This position is anticipated to close on Apr 24, 2026.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.