MSR AS (TDW) - 05/26

This role focuses on responding to inquiries and requests from members and other individuals in a 24/7, high-volume, schedule-driven contact center environment. You will provide accurate information about financial products and services, complete account-related transactions, and create a positive experience through active listening, strong customer service, and effective use of multiple systems. You will also identify and suggest additional products and services that may meet members’ needs, supporting an excellent overall member experience.

Responsibilities

• Respond to inbound and outbound phone calls from members and other individuals in a high-volume, structured contact center environment.
• Provide clear, accurate information regarding financial products and services, including savings, checking, consumer loans, credit cards, IRAs, and other account types.
• Perform account-related transactions and functions for savings, checking, consumer loans, credit cards, IRAs, and additional accounts as needed.
• Demonstrate strong active listening skills to understand member needs and provide appropriate solutions and information.
• Navigate and use multiple computer systems and applications efficiently while engaging with members in real time.
• Adhere to established policies, procedures, and compliance requirements during every interaction.
• Follow schedule expectations in a 24/7/365 contact center, including taking breaks and meals at designated times.
• Manage back-to-back calls for the majority of the shift, including periods of up to four hours of continuous call handling before the next break.
• Advise members on additional products and services that may fit their needs and create opportunities for positive member interactions.
• Maintain professionalism and a high level of customer service in a structured, schedule-driven environment.

• Proven customer service experience in a professional, high-volume, or structured environment.
• Experience handling inbound and outbound calls in a call center or similar contact center setting.
• Strong data entry skills with the ability to accurately input and update information while on calls.
• Ability to adapt quickly to multiple computer systems and applications while maintaining member engagement.
• Demonstrated active listening and communication skills to understand needs and provide clear, helpful responses.
• Comfort working in a policy-driven, compliance-focused environment.
• Ability to work assigned shifts in a 24/7/365 operation, including managing back-to-back calls for extended periods.
• Capacity to follow a schedule closely, including taking breaks and meals at the times assigned.

• Background in call center, administrative support, secretary/receptionist, banking or mortgage, professional office, or high-volume retail environments.
• Experience in a structured, schedule-driven workplace where adherence to procedures and timelines is essential.
• Strong organizational skills and attention to detail when processing transactions and updating member information.
• Ability to remain calm, patient, and solution-oriented while handling a high volume of member interactions.

You will join a mission-driven organization that serves the financial needs of military communities and their families around the world. The organization operates as the largest credit union globally, with hundreds of branches worldwide, offering the stability and resources of a well-established financial institution. You will work in an environment that values work-life balance, providing shifts designed to be manageable within reasonable flexibility and without significant negative impact on your personal or family life. You will have the opportunity to support members across the globe, contributing to meaningful financial experiences every day.

Work Environment

This is a remote opportunity for candidates who live within approximately 60 miles of Virginia Beach, VA. You will work in a 24/7/365 contact center environment that is highly structured, schedule-driven, and focused on handling a large volume of calls. Most shifts are flexible, meaning your start and end times can vary within a one-hour window, and your daily availability must span 9.5 hours to accommodate that variation. You will take back-to-back phone calls for the majority of your shift and may handle calls continuously for up to four hours before your next break. Scheduled events such as breaks and meals occur at specific times and are expected to be taken as scheduled. You will work primarily with phone and computer-based systems, navigating multiple applications while assisting members in real time.

Job Type & Location

This is a Contract to Hire position based out of Virginia Beach, VA.

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 Virginia Beach,VA.

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.