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Call Center Member Service Associate

2 months ago

Upper Marlboro, United States NASA Federal Credit Union Full time

NASA FCU is on a mission to find exceptional Call Center Member Service Associates who are passionate about delivering exceptional member service. Our homebase is located at 500 Prince George's Blvd in Upper Marlboro, Maryland.

As a Call Center Member Service Associate, you will deliver exceptional member service by telephone while successfully promoting and selling NASA FCU products and services. You must possess proven customer service and sales skills; strong verbal communication; and above all, a desire to help others. The Call Center Member Service Associate position is a tiered position with formal training modules- You control your career advancement as you learn and execute new skills.

Join our mission at NASA Federal Credit Union and be a part of a team that is committed to providing exceptional member service while promoting and selling our innovative products and services

Responsibilities:

    • Provides exceptional member service, utilizes cross-sales skills, solves problems, meets productivity and accuracy standards, and displays superior telephone etiquette.
    • Depending upon skill and experience, our state-of-the-art telephone system routes calls to the CCMSA best able to handle the requested transaction/service.
    • Responds to member inquiries regarding the operation of accounts, interest rates on savings and loan products, account discrepancies, credit, debit and ATM cards and loan applications.
    • Empathizes with members and provides solutions to make it easy for members to acquire and effectively use NASA FCU products and services.
    • Identifies member needs to provide solutions on products that meet the member's needs and facilitate the member's financial security.
    • Handles consumer loan and application processing and document collection.
Education and/or Experience:
    • CCMSA I - High school diploma or general education degree (GED). A minimum of one year of basic customer service experience and call handling experience.
    • CCMSA II - High school diploma or general education degree (GED). A minimum of one year of call center or broad level bank/credit union experience.
    • CCMSA III - High school diploma or general education degree (GED). A minimum of one year of call center experience in a bank/credit union. Handles loan application processing/document collection and loan product sales/cross-selling experience. Advanced deposit and loan product counseling experience. Demonstrated writing skills.


$21 - $28.50 an hour

See Education and Experience

We offer a generous benefit package:

Employer Funded Benefits

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

Vision Insurance

Life Insurance/AD&D*

Long-term Disability Insurance

401(k) with employer match up to 6% and immediate 100% vesting*

Gain Sharing (eligibility rules apply)*

Vacation Leave*

Sick and Safe Leave*

11 Paid Holidays*

Education Assistance*

Employee Referral Bonus*

Credit Union Membership*

Employee Assistance Program*

Identity Theft Protection. * Additional fee to add family members.

Wellness Programs: Health Coaching, Weight Loss, Tobacco Cessation, Patient Advocacy, and Discounts. *

Medical Care Management

Optional Employee-Funded Benefits

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

Pet Health Insurance*

All benefits are based on meeting NASA Federal Credit Union's eligibility requirements.

WORK SCHEDULE

The Call Center is open from 8:00 am - 6:00 pm Monday - Friday and Saturdays from 9:00 am - 2:00 pm. CCMSAs must be able to work shifts beginning as early as 8:00 am and ending as late as 6:00 pm. Additionally, CCMSAs are scheduled to work a minimum of two Saturdays per month. The typical work week is 40 hours.

Note: This is a Remote-Hybrid position. Your initial 90-120 days will be onsite. The initial 30 days will be your training followed by 30 days with a mentor, and the final 30 days working independently while being observed for mastery.

WE'RE STRONGER TOGETHER

At NASA Federal Credit Union, we strive to ensure a culture of collaboration, inclusion, and opportunity where everyone can feel valued, appreciated, and respected. We commit to recruit and retain a diverse team with the best talents to live our vision, mission, and values. We recognize that respecting different perspectives and experiences makes us stronger together.