Contact Center Representative

ROCS Grad Staffing; Reston (VA); On-site; USD 32,000 - 42,000; Full time

Job summary

ROCS Grad Staffing is seeking a Contact Center Representative to join a mission-driven financial institution. This role is ideal for candidates with customer service, call center, or administrative experience who enjoy helping people, solving problems, and building relationships.

You will handle member inquiries via phone, email, and tickets, provide professional solutions, and maintain records. Expect about 20 outbound calls daily and continuous training to grow product knowledge and service

Qualifications

• 1+ years of experience in customer service, call center, contact center, administrative support, retail, hospitality, or another customer-facing environment.
• Strong verbal and written communication skills with the ability to communicate clearly and professionally with a variety of customers.
• Customer-focused approach with strong listening and problem-solving skills.
• Comfortable handling a high volume of inquiries while maintaining accuracy and professionalism.
• Strong attention to detail and ability to manage multiple tasks and priorities.
• Comfortable working with numbers and learning new systems, processes, and financial products.
• Willingness to make product and service recommendations based on customer needs.
• Ability to handle confidential information appropriately and follow established procedures.
• High school diploma or equivalent required.
• Must be able to successfully pass a credit and background check.

Responsibilities

• Serve as a primary point of contact for members by phone, email, and online support tickets.
• Listen to member needs, answer questions, and provide helpful solutions in a professional and friendly manner.
• Troubleshoot account and service issues, resolving questions when possible and escalating more complex matters appropriately.
• Make approximately 20 outbound calls per day to follow up on documentation, service requests, and other member needs.
• Process member service requests and maintain accurate and up-to-date records.
• Educate members on available products and services and make appropriate recommendations based on their needs.
• Identify opportunities to introduce members to additional financial products and services.
• Complete administrative tasks such as data entry, scanning, documentation, and general department support.
• Protect confidential member information and follow all applicable financial, regulatory, and security requirements.
• Collaborate with team members and other departments to ensure members receive timely and effective support.
• Participate in training and ongoing development to build knowledge of financial products, systems, and customer service practices.

Skills

Customer service

Verbal communication

Written communication

Problem-solving

Multitasking

Attention to detail

High-volume support

Numbers literacy

Education

High school diploma or equivalent

Job description

We are seeking a Contact Center Representative to join a mission-driven financial institution and serve as a key point of contact for members. This is an excellent opportunity for someone with customer service, call center, or administrative experience who enjoys helping people, solving problems, and building relationships.

Responsibilities

• Serve as a primary point of contact for members by phone, email, and online support tickets.
• Listen to member needs, answer questions, and provide helpful solutions in a professional and friendly manner.
• Troubleshoot account and service issues, resolving questions when possible and escalating more complex matters appropriately.
• Make approximately 20 outbound calls per day to follow up on documentation, service requests, and other member needs.
• Process member service requests and maintain accurate and up-to-date records.
• Educate members on available products and services and make appropriate recommendations based on their needs.
• Identify opportunities to introduce members to additional financial products and services.
• Complete administrative tasks such as data entry, scanning, documentation, and general department support.
• Protect confidential member information and follow all applicable financial, regulatory, and security requirements.
• Collaborate with team members and other departments to ensure members receive timely and effective support.
• Participate in training and ongoing development to build knowledge of financial products, systems, and customer service practices.

Qualifications

• 1+ years of experience in customer service, call center, contact center, administrative support, retail, hospitality, or another customer-facing environment.
• Strong verbal and written communication skills with the ability to communicate clearly and professionally with a variety of customers.
• Customer-focused approach with strong listening and problem-solving skills.
• Comfortable handling a high volume of inquiries while maintaining accuracy and professionalism.
• Strong attention to detail and ability to manage multiple tasks and priorities.
• Comfortable working with numbers and learning new systems, processes, and financial products.
• Willingness to make product and service recommendations based on customer needs.
• Ability to handle confidential information appropriately and follow established procedures.
• High school diploma or equivalent required.
• Must be able to successfully pass a credit and background check.