Member Service Representative - Contact Center

About the role

The United States Senate Federal Credit Union is looking for a Member Service Representative to support members through the contact center. The role is centered on delivering responsive, friendly service while helping members strengthen their financial well-being at every stage of life. The position calls for someone who can balance relationship-building, accuracy, and sales-oriented service in a member-first environment.

Mission

The organization aims to help its members improve financial wellness by offering solutions that emphasize long-term sustainability and security. Service is grounded in the Senate Community tradition of supporting members with trusted financial guidance.

Culture competencies: S.T.R.I.V.E

• Protects the confidentiality and security of members’ and employees’ financial information.
• Respects different viewpoints and abilities, and contributes to a collaborative, safe, and welcoming workplace built around the idea of working better together.
• Acts with honesty, professionalism, authenticity, and integrity in every relationship.
• Brings forward new ideas, adapts to change, and helps solve problems creatively while keeping risks in balance.

What you will do

• Deliver courteous, accurate, and efficient service to members and internal teammates through the call center.
• Work across multiple systems at the same time while speaking with members by phone and supporting communication through email or chat when needed.
• Handle file updates and account changes such as address updates and name changes.
• Use consultative conversations and active listening to understand financial needs and recommend suitable products and services.
• Open new accounts and shares accurately and in a timely manner.
• Investigate account concerns, discrepancies, and errors, then provide clear resolutions and preventive guidance.
• Process member transaction requests such as share-to-loan payments, check orders, and similar requests.
• Explain account-related information and applicable regulations as needed.
• Participate in training, coaching, team meetings, discussions, and promotional or motivational activities.
• Partner with other teams and departments to resolve member issues and support organizational goals.
• Work with urgency, organization, and a team-focused mindset to help meet or exceed departmental and individual targets.
• Follow all applicable NCUA rules and other governing requirements, including credit union bylaws, code of conduct, employee guidebook, Bank Secrecy/Anti-Money Laundering Act, Fair Housing Act, Fair Lending Act, and Fair Credit Reporting Act.
• Perform duties covered by the Credit Union Security Program and Disaster Recovery Plans.
• Carry out other assigned responsibilities as needed.

Requirements

• A bachelor’s degree, or a high school diploma/equivalent plus at least 1 year of general work experience in a call center or customer service setting.
• Prior exposure to consumer lending or new account opening in a financial environment is preferred but not mandatory.
• Working knowledge of PC applications, including Word and Excel.
• Strong organization, multitasking ability, and attention to detail.
• Excellent interpersonal skills and the ability to communicate effectively across multiple channels.
• Capability to listen carefully to member needs and recommend appropriate credit union products and services.

Location and work arrangement

This is a remote role, but only candidates located in the approved states and cities may be considered. Remote opportunities are available in MD and DC, as well as VA, CT, NC, SC, LA, TX, and FL. Additional listed remote locations include Chicago, IL, and Somerville, MA.

Compensation

Salary is location-based. For Maryland and Washington, DC, the range is $47,772.01 to $71,658.01. For Chicago, IL, the range is $43,088.48 to $64,632.71. For Somerville, MA, the range is $45,898.59 to $68,847.89.

Benefits

• Medical, dental, prescription, and vision coverage
• 401(k) retirement plan
• Incentive bonus
• 12 paid holidays
• 15 vacation days
• 9.75 sick days
• Flexible spending account
• Life insurance
• Free parking or Metro Smart Benefits
• Tuition reimbursement

Equal opportunity statement

The employer provides equal employment opportunity and considers qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, veteran status, or any other protected category under applicable law.