Job description
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.
All call center team members must be available to work 40 hours per week with weekday shifts as early as 8 am and as late as 5 pm and Saturdays from 8 am – 2 pm. Working a minimum of two Saturdays per month is also part of the schedule. This is a Remote-Hybrid position with your initial 90-120 days onsite.
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:
- Assists members with multifaceted online financial services (in-depth understanding of online products and services).
- Performs business account, IRA, and HSA transactions.
- Handles new account opening inquiries.
- Process consumer loans; collecting supporting application documentation and entering loan information into the lending system.
- Advises members regarding available insurance protection (life, disability, gap, etc.).
CCMSA I (Basic):
- Maintains professional telephone skills by adhering to Call Center quality standards and consistent use of the Call Center telephone dialog.
- Participates in Call Center quality initiative by self-monitoring calls using call recording software and making the necessary adjustments to improve individual performance.
- Responds to member inquiries regarding the operation of accounts, account usage charges, access to accounts, interest rates on savings and loan products, resolving account discrepancies, credit, debit and ATM cards, account information, loan applications and assisting members to make the most effective use of services offered by the Credit Union.
- Processes a variety of financial transactions on member accounts including funds transfers, withdrawals, stop payments, loan payments, check orders, and issues cashier’s checks and share certificates. May also process daily department mail.
- Maintains a thorough knowledge of Credit Union products and services and actively markets and cross-sells products and services offered by the Credit Union by educating members on the features and benefits of the products.
- Provides efficient and responsive service to members by maintaining an acceptable level of productivity as measured by established Call Center production metrics and actively strives to achieve any assigned goals for loans, deposits, and services.
- Utilizes keyboard, ten-key, and computer navigation skills in order to access multiple systems at the same time while typing and conversing with a member.
- Demonstrates good grammar while utilizing keyboard, ten-key, and computer navigation skills to access multiple systems simultaneously while typing and conversing with a team member.
CCMSA II (Broad): Has all job duties of an MSA I
- Ability to perform all Call Center MSA I duties and functions.
- Assists members with multifaceted online services (in-depth understanding of online products and services).
- Performs business account, IRA, and HSA transactions.
- Handles general new account opening inquiries.
- May handle consumer loan document collection.
- Advises members regarding available insurance protection (life, disability, gap, etc.).
Education and Experience:
Call Center MSA I:
High school diploma or general education degree (GED).
A minimum of one year of customer service experience.
Call handling is preferred. Applicable Environments: Financial Institutions, Retail with customer service call centers.
Call Center MSA II:
High school diploma or general education degree (GED).
Experience in a High-Volume Call Center averaging 50-70 inbound calls a day. Applicable Environments: Financial Institutions, Retail with customer service call centers.
Call Center MSA III:
High school diploma or general education degree (GED).
Bank/Credit Union experience in Broad and Advanced financial products, including membership application establishment, document collection, and processing.
Loan processing experience
Active knowledge of the processes and practices of Specialty Accounts such as Trusts, IRA, HSA, Wires, Stop Payments, ACH, Estate Accounts, Deceased Customer Accounts, Foreign Non-resident accounts, Custodial Accounts, Business Accounts.
Experience in a High-Volume Call Center averaging 50-70 inbound calls a day plus outbound calls. Applicable Environments: Financial Institutions, Retail with customer service call centers.
$21 - $25.50 an hour
Call Center MSA I
Less than two years of experience $21.00 ($43,680)
Greater than two years of experience $22.00 ($45,760)
Call Center MSA II ($42,500 - $62,500).
Less than two years of experience $24.00 ($49,920)
Greater than two years but less than four $24.75 ($51,480)
Greater than four years $25.50 ($53,040)
NASA Federal Credit Union offers an array of benefits including comprehensive healthcare, 401(k), paid leave, remote work options for applicable positions, and more.
+Insurance coverage begins the 1st day of the month, following 30 days after hire date.
*100% Credit Union-Paid
Full-Time Employee Benefits (Includes all Part-Time benefits listed below)
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: Generous employer contribution toward premium+
Vision Insurance: Generous employer contribution toward premium+
Long-term Disability Insurance+*
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+
Remote or Remote / Hybrid work options based on position
Part-Time Employee Benefits
401(k) with employer match up to 6% and immediate 100% vesting
Gain Sharing Bonus (eligibility rules apply)*
Life Insurance/AD&D+*
Vacation Leave (excluding Outside Loan Officers)
Sick and Safe Leave
11 Paid Holidays
Education Assistance
Employee Referral Bonus*
Credit Union Membership Eligible
Employee Assistance Program+*
Identity Theft Protection (Additional fee to add family members)+*
Pet Health Insurance
Employee Discount Program
Remote or Remote / Hybrid work options based on position
All benefits are based on meeting NASA Federal Credit Union’s eligibility requirements and the carrier’s terms and conditions.
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.
Position is overtime eligible. Posted 2/10/25
