MSR CL (WCC) -05/18

This role provides front-line support to members in a fast-paced, 24/7 contact center environment. You will handle high volumes of inbound and outbound calls, respond to inquiries, process financial transactions, and educate members on a wide range of products and services. Using multiple systems simultaneously, you will deliver accurate information, resolve issues efficiently, and create a positive, engaging member experience on every interaction.

Responsibilities

• Respond to a high volume of inbound and outbound calls from members and other individuals in a structured, schedule-driven contact center.
• Provide accurate and timely information about financial products and services, including savings, checking, consumer loans, credit cards, IRAs, and other account types.
• Perform account transactions and related functions in accordance with established policies and procedures.
• Actively listen to members to understand their needs and concerns, and resolve inquiries or issues with professionalism and empathy.
• Use multiple computer systems and tools simultaneously to research accounts, document interactions, and complete transactions while on the call.
• Identify additional products and services that may meet member needs and present them in a clear and helpful manner.
• Maintain compliance with all contact center policies, procedures, and regulatory requirements during every interaction.
• Adhere to schedule expectations, including breaks and meal times, in a highly structured environment.
• Manage back-to-back calls for the majority of each shift, including extended periods of up to four hours on the phone between breaks.
• Contribute to a positive member experience by maintaining a professional demeanor, clear communication, and strong customer service standards at all times.

• Proven customer service experience in a professional, high-volume environment.
• Experience handling inbound and outbound calls in a call center or similar contact center setting.
• Ability to work effectively in a very structured, schedule-driven environment with back-to-back calls.
• Strong data entry skills with high accuracy while navigating multiple systems simultaneously.
• Demonstrated ability to follow policy and procedural guidelines consistently.
• Clear, professional verbal communication skills and active listening abilities.
• Comfort working with financial account information such as savings, checking, loans, credit cards, and IRAs.
• Ability to maintain composure and deliver excellent service in a busy, high-pressure environment.

• Experience in a call center, administrative, secretary/receptionist, banking or mortgage, professional office, or high-volume retail environment.
• Background in financial services or credit union/banking environments is beneficial.
• Strong organizational skills and the ability to manage time effectively within a defined schedule.
• Adaptability to use multiple computer applications and tools while assisting members.
• Comfort working in a 24/7/365 operation with flexibility around shifts and scheduling needs.

You will join a mission-driven organization that serves the financial needs of military members and their families worldwide. With hundreds of branches and a global presence, you become part of a stable and established institution that offers meaningful work and the opportunity to make a direct impact on members’ financial lives. The culture emphasizes work-life balance by encouraging you to select a shift that fits your life, within reasonable flexibility, so you can support members around the clock while maintaining your personal and family commitments.

Work Environment

This is a remote contact center position supporting a 24/7/365 operation. You must reside within approximately 60 miles of the Winchester or Tidewater areas to be considered. You will work in a highly structured, schedule-driven environment where breaks and meals are taken at scheduled times. 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 this variation. You will spend the majority of your shift on the phone handling back-to-back calls and may be on calls for up to four continuous hours before your next break. The role relies heavily on computer-based systems and telephony tools to manage member interactions and complete transactions in real time.

Job Type & Location

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