Customer Service Representative

Customer Service Representative

Job Description

This on-site Customer Service Representative role provides front-line support to credit union members, delivering high-quality service over the phone while accurately processing a variety of financial transactions. You will handle a high volume of calls, resolve member inquiries, and ensure compliance with established policies and procedures, all while contributing to a positive and professional member experience.

Responsibilities

• Handle member customer service needs via phone while consistently meeting key performance metrics, including call handle time, call quality, and after-call work.
• Respond to approximately 40 calls per day, providing clear, courteous, and solution-oriented support to members.
• Accurately and efficiently process a variety of transactions, including payments, transfers, opening new accounts, and assisting with online and mobile banking services.
• Initially focus on payment-related transactions and progressively expand to other types of transactions as you gain experience and demonstrate proficiency.
• Maintain a professional and courteous manner in all interactions to build member confidence, strengthen relationships, and foster trust.
• Adhere to all procedures outlined in the organizations member service representative (MSR) policies and procedures.
• Ensure full compliance with operational, security, and control policies and procedures to prevent fraud and protect member assets.
• Document interactions and follow-up actions thoroughly and accurately in alignment with internal standards.
• Collaborate with colleagues and leadership to resolve complex member issues and continuously improve service quality.
• Uphold confidentiality and safeguard sensitive member information in every interaction.

Essential Skills

• Proven customer service experience, preferably within banking, credit unions, or a call center setting.
• Strong verbal communication skills with the ability to explain financial transactions and digital banking processes clearly and professionally.
• Ability to process payments, transfers, and account-related transactions accurately and efficiently.
• Demonstrated commitment to following established policies, procedures, and compliance requirements.
• Attention to detail and strong organizational skills to manage multiple tasks and member requests throughout the day.
• Ability to maintain professionalism, composure, and a customer-focused attitude in a fast-paced environment.
• Basic proficiency with computer systems and the ability to learn and navigate financial and customer service platforms.
• Strong problem-solving skills and the ability to identify member needs and provide appropriate solutions.
• Reliability and consistency in meeting performance metrics such as call handle time, call quality, and after-call work.

Additional Skills and Qualifications

• Spanish language proficiency is highly preferred and will enhance your ability to support a broader member base.
• Experience working in a banking or credit union environment is preferred.
• Prior exposure to Salesforce or similar customer relationship management (CRM) platforms is a plus, though not required.
• Familiarity with online and mobile banking tools and processes is beneficial.
• Ability to adapt to evolving responsibilities, expanding from payment-focused tasks to a wider range of member transactions.
• Strong interpersonal skills and the ability to build rapport quickly with diverse members.
• Interest in long-term career growth within a financial services environment, with openness to conversion to a permanent role.

Location: Herndon, VA

Schedule: M-F (8:00 - 4:30)

Pay: $21/hr

Job Type & Location

This is a Contract position based out of Herndon, VA.

Pay and Benefits

The pay range for this position is $20.00 - $21.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

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 include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Job Type & Location

This is a Contract position based out of Herndon, VA.

Application Deadline

This position is anticipated to close on Nov 19, 2026.

Workplace Type

This is a fully onsite position in Herndon,VA.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.