MSR AS (TDW) - 06/22

This role supports a 24/7, high-volume, schedule-driven contact center by responding to inquiries and requests from members and other individuals. You provide accurate information about financial products and services, perform account transactions, and deliver an exceptional member experience through active listening, strong customer service, and effective use of multiple systems. You help members with savings, checking, consumer loans, credit cards, IRAs, and other accounts, while identifying additional products and services that may meet their needs.

Responsibilities

• Respond to inbound and outbound phone calls from members and other individuals in a high-volume, structured contact center environment.
• Provide clear and accurate information about financial products and services, including savings, checking, consumer loans, credit cards, IRAs, and other account types.
• Perform account-related transactions and functions in accordance with established policies and procedures.
• Use multiple computer systems and tools simultaneously to research accounts, document interactions, and complete transactions efficiently.
• Demonstrate active listening and strong engagement skills to understand member needs and deliver a positive customer experience.
• Identify and recommend additional products and services that align with member needs and financial goals.
• Adhere to policy and regulatory requirements while handling all member interactions and transactions.
• Maintain productivity, quality, and schedule adherence expectations in a very structured, schedule-driven environment.
• Handle back-to-back calls for the majority of each shift, including extended periods of up to four hours on the phone between breaks.
• Follow assigned schedules, including taking breaks and meals at designated times and working within shift flexibility guidelines.

• Proven customer service experience in a professional, high-volume environment such as call center, administrative, receptionist/secretary, banking/mortgage, or busy retail.
• Experience handling inbound and outbound calls in a call center or similar setting.
• Strong data entry skills with accuracy and attention to detail.
• Ability to work effectively in a highly structured, policy-driven environment.
• Comfort with taking continuous, back-to-back calls for extended periods.
• Ability to navigate and adapt to multiple computer systems and applications simultaneously.
• Strong verbal communication and active listening skills.
• Demonstrated reliability in adhering to schedules, including breaks and shift times.

• Background in banking, mortgage, or other financial services environments.
• Experience in administrative support or receptionist roles in a professional setting.
• Experience in high-volume retail environments providing direct customer service.
• Ability to identify member needs and suggest appropriate financial products or services.
• Comfort working in a 24/7/365 operation with potential for varied shift schedules.

You join a mission-driven financial institution that focuses on serving the financial needs of military members and their families around the world. You become part of a large, established organization with hundreds of branches worldwide and a strong, service-oriented culture. The contact center supports members around the clock, and the organization emphasizes work-life balance by encouraging you to select a shift that fits your life while maintaining reasonable flexibility.

Work Environment

This is a remote position, with candidates required to live within approximately 60 miles of Virginia Beach, VA. You work in a 24/7/365 contact center operation that supports members worldwide. The environment is highly structured and schedule-driven, with high call volumes and back-to-back calls for much of each shift. Most shifts are flexible, meaning your start and end time can vary within a one-hour window, and your daily availability must cover 9.5 hours to accommodate this variation. Breaks and meals occur at scheduled times, and you may be on calls for up to four hours before your next break. You work on a computer using multiple systems and tools while handling phone calls in a professional, remote office setting.

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 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.