MSR AS; GPO

Position: MSR AS (GPO) - 08/10
Job Title:

Member Service Representative - Contact Center (MSR AS GPO)

Job Description

This role supports a 24/7, high-volume contact center by responding to member inquiries and requests in a structured, schedule-driven environment. You will provide accurate information about financial products and services, complete a variety of account transactions, and deliver an exceptional member experience through active listening, strong customer service, and efficient use of multiple systems. You will also identify and suggest additional products and services that may meet members' financial needs while maintaining policy compliance and a professional, service-focused demeanor.

Responsibilities

+ Respond to inbound phone inquiries and requests from members and other individuals in a high-volume, schedule-driven contact center.

+ Provide clear and accurate information about financial products and services, including savings, checking, consumer loans, credit cards, IRAs, and other account types.

+ Perform account-related transactions and functions with a high degree of accuracy and attention to detail.

+ Use active listening and effective engagement techniques to understand member needs and ensure a positive member experience.

+ Navigate and adapt to multiple computer systems and applications while handling calls efficiently.

+ Advise members on additional products and services that may fit their needs, creating opportunities for positive member interactions.

+ Adhere to all policies, procedures, and compliance requirements during every member interaction.

+ Manage back-to-back inbound calls for the majority of the shift, including extended periods of up to four hours of continuous call handling between breaks.

+ Follow structured schedules, including taking breaks and meals at assigned times, to support consistent service levels in a 24/7 contact center.

+ Maintain professionalism and composure in a very structured environment while delivering high-quality customer service.

+ Contribute to a positive team environment by supporting colleagues and upholding service standards.

Essential Skills

+ Proven customer service experience in a professional, high-volume, or structured environment.

+ Experience in at least one of the following areas: call center, administrative support, receptionist/secretary roles, banking or mortgage, or high-volume retail.

+ Strong verbal communication skills with the ability to explain financial products and services clearly and confidently over the phone.

+ Demonstrated ability to handle high-volume, back-to-back inbound calls while maintaining quality and accuracy.

+ Proficiency in data entry with strong attention to detail and accuracy in processing transactions.

+ Ability to follow policies, procedures, and compliance requirements consistently.

+ Comfort working in a structured, schedule-driven environment with defined breaks and expectations.

+ Adaptability to work with multiple computer systems and applications simultaneously.

+ Strong active listening skills and a member-focused mindset to ensure an optimal customer experience.

+ Reliability and flexibility to work shifts within a 24/7/365 contact center operation.

Additional

Skills & Qualifications

+ Background in banking, mortgage, or other financial services environments.

+ Experience in high-volume retail environments such as major retail or quick-service brands.

+ Administrative or receptionist experience in a professional office setting.

+ Comfort working in a fast-paced, high-volume contact center with structured processes and performance expectations.

+ Ability to manage time effectively and adhere to scheduled events such as breaks and meals.

+ Strong problem-solving skills and the ability to think clearly under pressure.

+ Interest in supporting the financial needs of members and their families across diverse locations.

Why Work Here?

You will join a mission-driven organization that serves the financial needs of members and their families worldwide, with hundreds of branches and a global presence. The culture emphasizes service, stability, and a strong commitment to member care, offering the opportunity to make a meaningful impact every day. You will work in an environment that values work-life balance, providing shift options designed to align with your personal and family needs while maintaining reasonable flexibility.

Work Environment

This position is based in a structured, high-volume contact center that operates 24 hours a day, 7 days a week, 365 days a year to support members around the world whenever they need assistance. The role follows a hybrid/onsite requirement, with schedules designed around a highly organized, schedule-driven operation. Most shifts are flexible, meaning the start and end times can vary within a one-hour window, and your daily availability must span 9.5 hours to accommodate this variation.

You will handle back-to-back inbound phone calls for the majority of your shift and may be scheduled to take calls for up to four continuous…