Member Service Representative - Herndon, VA

About the Role

We are seeking a Member Services Representative with at least 1 year of call center experience to support high-volume inbound member inquiries (approximately 40 calls per day). Ideal candidates bring strong customer service skills, preferably within banking, credit union, or financial services environments.

Responsibilities

• Handle member inquiries while meeting performance metrics, including call handle time, call quality, and after-call work.
• Process a variety of transactions accurately and efficiently: payments, transfers, new account openings, online/mobile banking assistance, and more.
• Begin with a focus on payment-related transactions, expanding to additional responsibilities as proficiency grows.
• Maintain a professional, trustworthy demeanor to build member confidence.
• Follow all MSR policies and procedures.
• Ensure compliance with operational, security, and fraud-prevention standards to protect member assets.

Requirements

• Minimum 1 year of call center experience.
• Strong customer service background.
• Ability to manage ~40 inbound calls per day.

Skills

• Spanish proficiency (highly preferred).
• Salesforce experience (nice to have).
• Prior experience in banking, credit union, or similar financial environments.

Employee Value Proposition

Official Credit Union of the Washington Commanders. Top performers eligible for permanent conversion. Voted Top Employer of Loudoun County three years in a row. Competitive salary and benefits upon conversion.

Work Environment

Schedule: Monday–Friday, 8:00 AM – 4:30 PM. Fully onsite role.

Business Need

This position is open due to major updates to debit and credit card systems, resulting in a significant increase in incoming member calls.

Pay and Benefits

The pay range for this position is $20.00 - $21.00/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)