MSR AS (JAX) - 06/01

This role provides high-quality service to members in a fast-paced, 24/7, schedule-driven contact center. You will respond to inbound and outbound calls, answer questions about financial products and services, complete account transactions, and identify additional solutions that may meet member needs. You will use multiple computer systems simultaneously while actively listening, following policies, and ensuring a positive, efficient member experience in a highly structured, high-volume environment.

Responsibilities

• Respond to inquiries and requests from members and other callers in a 24/7, high-volume contact center environment.
• Provide 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 with a high level of accuracy and attention to detail.
• Actively listen to members to understand their needs and provide clear, concise, and professional responses.
• Adapt quickly between multiple computer systems and tools while engaging with members on the phone.
• Follow established policies, procedures, and compliance guidelines during every interaction.
• Handle back-to-back inbound calls for the majority of each shift, including extended periods of call time before breaks.
• Identify and recommend additional products and services that may be beneficial to members, creating opportunities for positive member interactions.
• Maintain productivity, quality, and schedule adherence in a structured, schedule-driven environment.
• Document call details and outcomes accurately in the appropriate systems.
• Demonstrate professionalism and courtesy on every call, supporting a consistent, high-quality member experience.
• Participate in training and coaching to stay current on products, systems, and service expectations.

• Proven customer service experience in a professional, high-volume, or structured environment such as a call center, administrative role, receptionist/secretary, banking or mortgage, or busy retail setting.
• Experience handling inbound and outbound phone calls in a customer-focused or contact center environment.
• Strong data entry skills with the ability to navigate and use multiple computer systems simultaneously.
• Ability to work effectively in a very structured, schedule-driven setting with high call volumes and back-to-back calls.
• Demonstrated active listening skills and the ability to clearly communicate complex information over the phone.
• Comfort with policy compliance and following detailed procedures consistently.
• Strong attention to detail and accuracy when performing financial or account-related transactions.
• Ability to manage time effectively, adhere to scheduled breaks and meals, and maintain productivity throughout the shift.
• Reliable remote work capability within 60 miles of Jacksonville, FL, including appropriate internet connectivity and a suitable workspace.

• Background in banking, credit union, mortgage, or other financial services environments is highly beneficial.
• Experience in a high-volume retail or service environment where you regularly interact with customers and manage multiple tasks at once.
• Administrative or receptionist experience that includes handling multiple phone lines, scheduling, or data entry.
• Comfort working in a 24/7 operation with flexibility to work various shifts as business needs require.
• Ability to remain calm, professional, and solution-focused during periods of high call volume or when handling challenging situations.
• Strong problem-solving skills and the ability to quickly learn new systems, processes, and product information.

You will join a mission-driven organization that serves the financial needs of military members and their families around the world. The contact center supports members 24/7, providing meaningful, purpose-driven work and the opportunity to make a real difference with every interaction. You will benefit from a culture that values work-life balance, allowing you to select a shift that fits your life within reasonable flexibility. You will also be part of a large, established financial institution with hundreds of branches worldwide, offering long-term stability and room to grow your career.

Work Environment

This is a remote position for candidates living within 60 miles of Jacksonville, FL. You will work in a highly structured, 24/7/365 contact center environment, taking back-to-back inbound phone calls for most of your shift. Scheduled breaks and meal periods occur at set times and must be taken as scheduled. Most shifts are flexible, meaning your start and end times may vary within a one-hour window, and you must be available for a 9.5-hour window each day to accommodate this flexibility. You may be on the phone continuously for up to four hours before your next break. The role requires consistent use of multiple computer systems, headsets, and standard contact center technology in a quiet, professional remote workspace.

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 May 8, 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.