MSR AS (JAX) - 05/26

This role serves as a frontline Member Service Representative in a high-volume, 24/7 contact center, responding to inquiries and requests from members and other individuals. You provide accurate information about financial products and services, complete account transactions, and create an exceptional member experience through active listening, strong customer service, and effective use of multiple systems. You also identify and suggest additional products and services that may meet members’ needs, supporting their overall financial well-being.

Responsibilities

• Respond to inbound and outbound phone inquiries from members and other individuals in a fast-paced, schedule-driven contact center environment.
• Provide clear, accurate information about a wide range of financial products and services, including savings, checking, consumer loans, credit cards, IRAs, and other account types.
• Perform account-related transactions and functions efficiently and accurately while following established policies and procedures.
• Use active listening skills to understand member needs and concerns, and resolve issues in a professional and empathetic manner.
• Demonstrate proficiency in navigating multiple computer systems and applications simultaneously during live calls.
• Identify opportunities to recommend additional products and services that align with members’ financial needs and goals.
• Maintain high levels of policy compliance, ensuring all interactions adhere to regulatory and organizational standards.
• Manage back-to-back calls for the majority of the shift while maintaining quality, accuracy, and a positive member experience.
• Follow a structured schedule, including taking breaks and meals at assigned times, to support consistent contact center coverage.
• Adapt to a very structured, high-volume environment while meeting performance expectations related to service quality, efficiency, and reliability.

• Proven customer service experience in a professional environment such as call center, administrative support, receptionist/secretary, banking or mortgage, or high-volume retail.
• Experience handling inbound and outbound calls in a structured, high-volume contact center or similar setting.
• Strong data entry skills with the ability to accurately input and update information while engaging with members on the phone.
• Ability to follow policies, procedures, and compliance guidelines consistently in all member interactions.
• Demonstrated ability to work effectively in a very structured environment with defined schedules and performance expectations.
• Excellent verbal communication and active listening skills to understand needs and explain financial products clearly.
• Comfort working with multiple computer systems and applications at the same time during live calls.
• Capacity to handle back-to-back calls for extended periods, including up to four hours before a scheduled break.

• Background in banking, mortgage services, or credit union operations is highly beneficial.
• Experience in a high-volume retail environment where service and speed are critical.
• Administrative or receptionist experience that includes managing multiple tasks and interacting with customers or clients.
• Strong organizational skills and the ability to manage time effectively in a schedule-driven setting.
• Comfort working in a 24/7/365 operation with flexibility to work different shifts within agreed availability.

You join a mission-driven financial institution that focuses on serving the financial needs of military communities and their families worldwide. You become part of a global network with hundreds of branches and a large, established member base, offering stability and long-term career potential. The organization emphasizes work-life balance by encouraging you to choose a shift that fits your life, within reasonable flexibility, so you can succeed at work without significantly impacting your personal or family commitments. You gain experience in a modern, high-volume contact center environment that builds transferable skills in customer service, financial services, and technology.

Work Environment

This is a remote position, with all work performed from home. Candidates must live within approximately 60 miles of Jacksonville, FL to be considered. The contact center operates 24/7/365 to support members around the world, so shifts may include days, evenings, nights, weekends, and holidays based on business needs and your agreed availability. Most shifts are flexible, meaning your start and end times can vary within a one-hour window, and your daily availability must cover a 9.5-hour span to accommodate this flexibility. You follow a structured schedule where breaks and meals occur at designated times, and you handle back-to-back phone calls for most of your shift, sometimes for up to four hours before your next break. The role relies heavily on computer-based systems, headsets, and telephony tools, and requires a quiet, professional home workspace suitable for continuous phone work.

Job Type & Location

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

The pay range for this position is $19.50 - $19.50/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 Jacksonville,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.