Call Center Member Service Associate

Summary

Join NASA Federal Credit Union as a Call Center Member Service Associate and deliver exceptional member service. This remote-hybrid position (onsite for the first 90-120 days) requires handling 50-70 customer service inquiries daily, processing financial transactions, and actively selling credit union products. Responsibilities include assisting members with online services, performing account transactions, handling new account inquiries, processing loans, and advising on insurance options. The role demands experience in a financial, retail banking, utility, or telecommunication environment, along with knowledge of financial products. NASA FCU offers competitive salaries and a comprehensive benefits package, including health insurance, 401(k), paid leave, and remote work options.

Requirements

• High school diploma or General Education Diploma (GED)
• Experience handling 50-70 customer service-related support questions in financial, retail banking, utility, or telecommunication environments AND/OR Mid-level experience with financial products, such as savings, checking, IRA, HSA, direct deposit, ACH, wires, stop payments, and trusts
• Availability to work 40 hours per week with weekday shifts as early as 8 am and as late as 5 pm and Saturdays from 8 am – 2 pm. Working a minimum of two Saturdays per month is also part of the schedule

Responsibilities

• Assists members with multifaceted online financial services (in-depth understanding of online products and services)
• Performs business account, IRA, and HSA transactions
• Handles new account opening inquiries
• Process consumer loans; collecting supporting application documentation and entering loan information into the lending system
• Advises members regarding available insurance protection (life, disability, gap, etc.)
• Maintains professional telephone skills by adhering to Call Center quality standards and consistent use of the Call Center telephone dialog
• Participates in Call Center quality initiative by self-monitoring calls using call recording software and making the necessary adjustments to improve individual performance
• Responds to member inquiries regarding the operation of accounts, account usage charges, access to accounts, interest rates on savings and loan products, resolving account discrepancies, credit, debit and ATM cards, account information, loan applications and assisting members to make the most effective use of services offered by the Credit Union
• Processes a variety of financial transactions on member accounts including funds transfers, withdrawals, stop payments, loan payments, check orders, and issues cashier’s checks and share certificates.  May also process daily department mail
• Maintains a thorough knowledge of Credit Union products and services and actively markets and cross-sells products and services offered by the Credit Union by educating members on the features and benefits of the products
• Provides efficient and responsive service to members by maintaining an acceptable level of productivity as measured by established Call Center production metrics and actively strives to achieve any assigned goals for loans, deposits, and services
• Utilizes keyboard, ten-key, and computer navigation skills in order to access multiple systems at the same time while typing and conversing with a member
• Demonstrates good grammar while utilizing keyboard, ten-key, and computer navigation skills to access multiple systems simultaneously while typing and conversing with a team member
• Ability to perform all Call Center MSA I duties and functions
• Assists members with multifaceted online services (in-depth understanding of online products and services)
• Performs business account, IRA, and HSA transactions
• Handles general new account opening inquiries
• May handle consumer loan document collection
• Advises members regarding available insurance protection (life, disability, gap, etc.)

Preferred Qualifications

• Experience with sales/cross-selling
• A minimum of one year of basic customer service experience and call handling experience
• A minimum of one year of call center or broad level bank/credit union experience

Benefits

• Comprehensive healthcare
• 401(k)
• Paid leave
• Remote work options for applicable positions
• Insurance coverage begins the 1st day of the month, following 30 days after hire date
• 100% Credit Union-Paid
• Health Insurance (Choice of two nationwide PPO plans)
• High Deductible Plan: 100% employer contribution toward premium. (HSA and FSA compatible)
• Low Deductible Plan: Generous employer contribution toward premium. (FSA compatible)
• Dental Insurance: Generous employer contribution toward premium
• Vision Insurance: Generous employer contribution toward premium
• Long-term Disability Insurance
• Flexible Spending Medical Account (FSA)
• Flexible Spending Dependent Care Account
• Health Savings Account (HSA)
• Voluntary Supplemental Life Insurance
• Voluntary Dependent Life Insurance
• Voluntary Short-term Disability Insurance
• Voluntary Long-term Care Insurance
• Remote or Remote / Hybrid work options based on position
• 401(k) with employer match up to 6% and immediate 100% vesting
• Gain Sharing Bonus (eligibility rules apply)
• Life Insurance/AD&D
• Vacation Leave (excluding Outside Loan Officers)
• Sick and Safe Leave
• 11 Paid Holidays
• Education Assistance
• Employee Referral Bonus
• Credit Union Membership Eligible
• Employee Assistance Program
• Identity Theft Protection (Additional fee to add family members)
• Pet Health Insurance
• Employee Discount Program
• Remote or Remote / Hybrid work options based on position