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.

• 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.

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

• 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

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.

• 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

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.

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