MSR AS (TDW) – 06/29 Full Time

Job Description

This role supports a high-volume, 24/7 contact center by responding to inquiries and requests from members and other individuals. You provide accurate information about a wide range of financial products and services, complete account-related transactions, and create a positive experience on every interaction. You use active listening, multiple computer systems, and clear communication to resolve questions efficiently while adhering to structured schedules and policies.

Responsibilities

• Respond to inbound inquiries and requests from members and other individuals in a high-volume, schedule-driven contact center environment.
• Handle back-to-back phone calls for the majority of each shift, including extended periods of up to four hours on calls between breaks.
• Provide clear and accurate information on products and services, including savings, checking, consumer loans, credit cards, IRAs, and other account types.
• Perform account-related transactions and functions for savings, checking, consumer loans, credit cards, IRAs, and other accounts in a timely and accurate manner.
• Demonstrate strong active listening skills to understand member needs and provide appropriate solutions and information.
• Use multiple computer systems and tools simultaneously to research information, process transactions, and document interactions.
• Advise members of additional products and services that may meet their needs and create opportunities for positive member interaction.
• Follow established policies, procedures, and compliance requirements while handling every interaction.
• Maintain productivity and quality standards in a very structured environment with defined schedules, breaks, and performance expectations.
• Adapt to a 24/7/365 contact center operation, working an agreed-upon shift with reasonable flexibility in start and end times.
• Accurately enter and update member information and interaction details using data entry best practices.
• Contribute to a professional, service-oriented culture by delivering consistent, courteous, and efficient customer service on every call.

Essential Skills

• Proven customer service experience in a professional, high-volume environment such as a call center, administrative role, receptionist/secretary position, banking or mortgage setting, or busy retail environment.
• Experience handling inbound and outbound calls in a structured or contact center environment.
• Strong data entry skills with the ability to work quickly and accurately while on the phone.
• Ability to follow detailed policies, procedures, and compliance requirements consistently.
• Comfort working in a very structured, schedule-driven environment with defined breaks and expectations.
• Strong verbal communication skills with the ability to explain information clearly and professionally.
• Effective active listening skills to understand member needs and respond appropriately.
• Ability to multitask and navigate multiple computer systems and applications while engaging with members.
• Dependable attendance and reliability to meet scheduled shift requirements in a 24/7 operation.
• Ability to work remotely within the required geographic radius of Virginia Beach, VA.

Additional Skills & Qualifications

• Background in call center operations, administrative support, receptionist or secretary roles, banking, mortgage, or other professional office environments.
• Experience in high-volume retail settings with a strong focus on customer interaction and service.
• Comfort discussing financial products such as checking, savings, loans, credit cards, and IRAs after training.
• Ability to thrive in a fast-paced environment with continuous phone interactions.
• Willingness to work flexible shifts within a one-hour start and end time window as part of a 24/7/365 operation.
• Strong organizational skills and attention to detail when documenting member interactions and processing transactions.

Why Work Here?

You join a mission-driven organization that serves the financial needs of military communities and their families around the world. You become part of a large, well-established financial institution with hundreds of branches worldwide and a modern, 24/7 contact center supporting members globally. The culture emphasizes work-life balance by encouraging you to select a shift that fits your life while still supporting members whenever they need assistance. You benefit from the stability, structure, and growth opportunities that come from working with a leading credit union, while developing valuable skills in customer service, financial services, and contact center operations.

Work Environment

This is a remote position supporting a 24/7/365 contact center. You must live within approximately 60 miles of Virginia Beach, VA to be considered. The environment is highly structured, schedule-driven, and high volume, with back-to-back inbound calls for most of each shift. Shifts are generally flexible within a one-hour start and end time window, and your daily availability must span 9.5 hours to accommodate this variation. Breaks and meal periods occur at scheduled times and are expected to be taken as assigned. You will work primarily on the phone using multiple computer systems and applications to handle member inquiries and transactions. The role is performed from a professional home office setting suitable for remote contact center work, with a focus on quiet, distraction-free surroundings to support continuous phone-based member service.

Job Type & Location

This is a Contract to Hire position based out of Virginia Beach, VA.

Pay And Benefits

The pay range for this position is $19.50 – $19.50/hr.

Requirements

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)

Workplace Type

This is a hybrid position in Virginia Beach,VA.

Application Deadline

This position is anticipated to close on Jun 12, 2026.

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

We’re 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. We’re 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. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re 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.