Member Service Representative

• Location 10461 WHITE GRANITE DR,Oakton, VA, ,United States
• Employee Type FT Non-Exempt
• Required Degree High school

• Name Arpitha Kottari

The Member Service Representative I- serves as a trusted first point of contact for members across phone and supported digital channels. This role delivers timely, accurate, and thoughtful assistance while making each interaction as clear and effortless as possible.

The Member Service Rep listens carefully, identifies what the member is trying to accomplish, completes routine service requests, provides understandable guidance, and takes ownership of the interaction through resolution or a well-managed transition to the appropriate resource.

As a foundational role within Congressional’s Member Experience career pathway, the Member Service Representative I builds proficiency in essential account servicing, digital banking support, consumer lending assistance, member communication, and experience delivery.

This role supports Congressional’s commitment to A New Standard of Belonging by helping members feel recognized, understood, supported, and confident in their relationship with Congressional.

This position is available in our Oakton and Winchester, Virginia locations and operates in a hybrid work environment- 2days in Office.

• Provide dependable, empathetic, and professional support during every member interaction.
• Make routine service experiences simple, accurate, and easy to understand.
• Take appropriate ownership rather than creating unnecessary transfers or handoffs.
• Communicate what has been completed, what happens next, and what the member should expect.
• Help members build confidence using digital banking and self-service capabilities.
• Recognize additional financial or service needs and connect members with relevant solutions.
• Follow established policies, procedures, security requirements, and decision authorities.
• Ask for assistance and escape matters appropriately when needs exceed the role’s authority or proficiency.
• Contribute to Effortless Excellence by reducing avoidable effort, communicating clearly, and following through on commitments.

• Serve as a primary point of contact for inbound member calls and supported digital inquiries.
• Clarify the member’s request by listening attentively, asking appropriate questions, and confirming understanding.
• Complete routine transactions and servicing requests accurately and efficiently.
• Assist with transfers, payments, check orders, card servicing, account information, basic account maintenance, and general service inquiries.
• Provide basic consumer loan servicing assistance, including payment information, status updates, and routine questions.
• Research available information and resources to resolve member needs during the initial interaction whenever possible.
• Maintain ownership of the interaction through resolution or provide a clear, informed transition when specialized assistance is required.
• Document interactions, commitments, outcomes, and follow-up accurately within designated systems.

• Assist members with online banking, mobile banking, Zelle, digital payments, alerts, card controls, password access, and other supported digital capabilities.
• Explain processes and available options in clear, understandable language.
• Guide members through self-service tools without making them feel dismissed or redirected.
• Identify recurring areas of member confusion and share observations with leadership to support experience improvements.
• Reinforce safe digital banking practices and follow established authentication and fraud-prevention procedures.
• Help members understand what…