Customer Service Representative - Onsite

Member Services Representative (Call Center) - $20-$21/hr

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.

• Handle member inquiries while meeting performance metrics, including call handle time, call quality, and aftercall 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 paymentrelated 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.

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

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

• 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.

Schedule:

Monday-Friday, 8:00 AM - 4:30 PM

Fully onsite role.

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

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

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)

This is a fully onsite position in Herndon,VA.

This position is anticipated to close on Aug 10, 2026.

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.

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.

San Francisco Fair Chance Ordinance:
Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI):
We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.