Customer Service Representative

PTSOL ® - Progressive Technology Solutions; Vienna (VA); On-site; USD 42,000 - 56,000; Full time

Job summary

PTSOL ® - Progressive Technology Solutions is seeking a Membership Services Specialist to join our financial services team. The role focuses on processing member requests, reviewing documents for regulatory compliance, and maintaining account details across multiple channels.

The ideal candidate brings robust customer service experience in banking or financial services, excels in communication, and can manage multiple tasks accurately in a fast-paced environment.

Qualifications

• Strong customer/member service experience, preferably in banking, financial services, retail banking, or a call center environment.
• Excellent verbal and written communication skills.
• Strong active listening, analytical, research, and problem-solving abilities.
• Ability to manage multiple tasks with a high degree of accuracy.
• Comfortable working across multiple systems and adapting to new technologies.
• Experience handling escalated or sensitive customer situations professionally.

Responsibilities

• Process and approve member/customer service requests across multiple channels.
• Review applications and documentation for accuracy, completeness, and regulatory compliance.
• Open and maintain various account types and update ownership/access information.
• Resolve account inquiries, exceptions, escalations, and service issues.
• Communicate with applicants/customers to resolve incomplete applications.
• Identify potentially fraudulent activity in coordination with security teams.
• Process account adjustments, fund transfers, closures, and regulatory notices.
• Research and resolve issues related to membership/account systems.
• Support process improvements, system changes, and new product or process rollouts.
• Assist with training, mentoring, and knowledge sharing within the team.
• Maintain productivity, quality, KPI, and SLA standards in a high-volume environment.

Skills

Customer service

Banking

Tools

CRM systems

Job description

We’re looking for a Membership Services Specialist to join a dynamic financial services team. This is a great opportunity for professionals with experience in customer service, banking, account servicing, or financial operations.

Key Responsibilities:

• Process and approve member/customer service requests across multiple channels.
• Review applications and documentation for accuracy, completeness, and regulatory compliance.
• Open and maintain various account types and update account ownership and access information.
• Resolve account inquiries, exceptions, escalations, and service issues.
• Communicate directly with applicants/customers to resolve incomplete applications.
• Identify and elevate potentially fraudulent activity in coordination with security teams.
• Process account adjustments, fund transfers, closures, and regulatory notices.
• Research and resolve issues related to membership/account systems.
• Support process improvements, system changes, and new product or process rollouts.
• Assist with training, mentoring, and knowledge sharing within the team.
• Maintain productivity, quality, KPI, and SLA standards in a high-volume environment.

Ideal Candidate:

• Strong customer/member service experience, preferably in banking, financial services, retail banking, or a call center environment.
• Excellent verbal and written communication skills.
• Strong active listening, analytical, research, and problem-solving abilities.
• Ability to manage multiple tasks with a high degree of accuracy.
• Comfortable working across multiple systems and adapting to new technologies.
• Experience handling escalated or sensitive customer situations professionally.Banking/financial industry knowledge is a plus.
• Experience mentoring others or leading small projects is highly desirable.