Member Services Representative

Member Services Representative (Remote)

Location:

Remote

Residency Requirement:
Candidates must reside within 60 miles of Virginia Beach, VA.

About the Opportunity

Join a mission-driven organization dedicated to serving military members, veterans, and their families worldwide. As a Member Services Representative, you will be the first point of contact for members seeking assistance with financial products, account services, and transactions. This is an excellent opportunity for individuals who thrive in a fast-paced customer service environment and are looking to build a long-term career in financial services.

This role is primarily remote; however, new hires will be required to attend three days of in-office training in the Virginia Beach area before transitioning to remote work.

Key Responsibilities

+ Handle high-volume inbound calls in a structured contact center environment.

+ Deliver exceptional customer service through active listening, empathy, and problem-solving.

+ Assist members with account inquiries, transactions, and financial products, including:

+ Checking and savings accounts

+ Consumer loans

+ Credit cards

+ IRAs and other financial services products

+ Research and resolve member issues using multiple applications and systems simultaneously.

+ Educate members on products and services that may help meet their financial goals.

+ Maintain compliance and accuracy while handling sensitive financial information.

+ Meet and exceed performance expectations related to quality, attendance, schedule adherence, and member satisfaction.

What We're Looking For

We welcome candidates with experience in:

+ Call center or customer service environments

+ Banking, mortgage, or financial services

+ Administrative or office support roles

+ Receptionist or front-desk positions

+ Retail environments with high customer interaction

+ Other fast-paced, customer-focused industries

Required Qualifications

+ High school diploma or equivalent

+ Strong verbal and written communication skills

+ Excellent customer service and problem-solving abilities

+ Ability to navigate multiple systems and applications simultaneously

+ Strong attention to detail

+ Comfortable working in a highly structured, metrics-driven environment

+ Ability to remain professional and engaged during consecutive customer interactions

Work Environment & Schedule Expectations

This position supports a 24/7/365 contact center operation, and flexibility is essential.

Scheduling Details:

+ Employees work an 8.5-hour shift, but must be available within a 9.5-hour scheduling window to accommodate operational needs.

+ Shifts can be scheduled between 11:30 AM and 11:30 PM.

+ Representatives are required to work one weekend day each week, with a flex day off during the week.

+ Scheduled breaks and meal periods must be taken at assigned times.

+ Expect back-to-back inbound calls for much of the workday.

+ Representatives may be on calls for up to four consecutive hours before a scheduled break.

+ Schedules are assigned based on business needs.

Why Join Us?

+ Primarily remote work environment

+ Opportunity to support military members and their families

+ Strong training and career development programs

+ Stable organization with long-term growth opportunities

+ Collaborative and team-oriented culture

+ Career path opportunities within financial services and member support

Important Information

This position is primarily remote; however, candidates must live within 60 miles of Virginia Beach, VA to be considered. New hires must attend three days of in-office training, and ongoing schedule flexibility is required. Candidates should be comfortable working evenings, weekends, and in a high-volume call center environment where providing exceptional member service is the top priority.

Job Type & Location

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

Pay and Benefits

The pay range for this position is $21.50 - $21.50/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…