Call Center Representative (Entry Level)

Start dates: 9/28 – 100% onsite in Winchester, VA until released to hybrid schedule. Training hours: 7:30am – 4:00pm. Normal shifts available after training: Sun – Fri or Mon – Sat with flexible start times between 11am–1pm.

Schedule

• Training: M–F, 7:30am – 4:00pm EST (15 working days: 10–11 days trainer-led instruction/OJT plus 5 days field exercises)
• Nesting: 10 working days immediately after training, following the training schedule
• Bridge training: 12–15 days approximately 10 business days after nesting, on a different schedule than regular shift
• Permanent shifts: Mon–Sat or Sun–Fri (must be open to working weekends)
• Schedules are posted 2 weeks in advance; representatives work 5 days per week and must remain flexible

Workspace & Equipment Requirements

• 100% onsite in Winchester, VA until released to hybrid
• Minimum 50 Mbps download / 25 Mbps upload speed via a hard-wired Ethernet connection (no satellite, hot spots, Wi-Fi, or pay-per-data services)
• Workstation must be plugged directly into router with company-provided cables (no longer cables permitted)
• Two Ethernet ports required for one workstation setup
• Desk must accommodate two monitors, phone, keyboard, and mouse
• Workspace must be free of distractions (e.g., family, children, pets, TV)
• Previously established high-speed internet (non-satellite, non-public, non-shared); company will not provide or reimburse for internet service

Responsibilities

• Handle back-to-back inbound calls while seated at a desk using a computer and two monitors
• Navigate multiple programs to assist members with consumer loan-related requests and account questions
• Provide excellent customer service, quickly resolving member needs
• Ask probing questions and diffuse tense situations as needed
• Maintain dependability, accountability, and adaptability in a fast-paced environment

Requirements

• High school diploma or equivalent
• Exceptional customer service, active listening, and verbal/written communication skills
• Professional phone presence
• Proficiency with computers and strong typing skills
• Strong time management and decision-making abilities

Pay

$21.50 per hour.

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may include:

• Medical, dental, and vision insurance
• Critical illness, accident, and hospital insurance
• 401(k) retirement plan (pre-tax and Roth post-tax contributions available)
• Life insurance (voluntary life & AD&D for 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)

About the Role

This is a contract-to-hire position based in Winchester, VA. Opportunities for conversion to full-time employment are based on business need, tenure, dependability, and performance. There is a possibility the 6-month contract may be extended while awaiting conversion opportunities.