Call Center Member Service Associate Upper Marlboro, MD

Website NASA Federal Credit Union


As one of the largest credit unions in the region and top performing in the nation, NASA Federal Credit Union members enjoy banking with an organization that’s well established, financially sound and thrives on technology. With a strong heritage to serving the needs of individuals in the science, technology and engineering fields, the credit union philosophy of People Helping People has always been a priority.
We are currently seeking talented Call Center Member Service Associates for our Upper Marlboro, MD call center (just past South Bowie on Route 301).
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.
We offer a generous benefit package:
Competitive compensation: $18.00 – $24.50/hourly (see Education and Experience)
401(k) match to 5% of earnings – immediate enrollment and 100% vesting
Choice of two health plans
Life Insurance – no cost
Long-term Disability Insurance – no cost
Employee Assistance Program – no cost
Paid vacation
Paid sick time
10 Paid holidays
Profit Sharing eligible
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.
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 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.Show more

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