Hybrid Member Service Associate I

WRIGHT PATMAN CONGRESSIONAL FED CREDIT UNION; Oakton (VA); Hybrid; USD 23,000 - 30,000; Full time

Benefits offered by this job

Medical, dental, vision

401k with company match

Paid vacation 15 days

Sick leave 10 days

Tuition assistance

Job summary

Wright Patman Congressional Fed Credit Union in Oakton, VA seeks a Member Service Representative I to be the first point of contact for members across phone and digital channels. You will deliver timely, accurate assistance and guide members through routine service requests with care.

The role emphasizes digital banking support, consumer lending basics, and a commitment to a welcoming member experience within a hybrid work environment (2 days in office).

Qualifications

• 1-2 years of relevant experience in contact center environment, preferably within the financial industry, with prior member services experience.
• A two-year college degree or (2) completion of a specialized course of study at a business or trade school or (3) completion of a specialized and extensive in-house training or apprenticeship program.
• A proactive, energetic, and empathetic professional recognized as a reliable resource and a strong leader who exemplifies best practices.
• Demonstrate excellent verbal and written communication skills, along with strong logical and analytical judgment.
• Operating in a hybrid work environment, candidates should possess strong computer and technology skills and demonstrate adaptability to a fast-paced setting.

Responsibilities

• Serve as a primary point of contact for inbound member calls and supported digital inquiries.
• Clarify the member’s request by listening attentively, asking appropriate questions, and confirming understanding.
• Complete routine transactions and servicing requests accurately and efficiently.
• Assist with transfers, payments, check orders, card servicing, account information, basic account maintenance, and general service inquiries.
• Provide basic consumer loan servicing assistance, including payment information, status updates, and routine questions.
• Research available information and resources to resolve member needs during the initial interaction whenever possible.
• Maintain ownership of the interaction through resolution or provide a clear, informed transition when specialized assistance is required.
• Document interactions, commitments, outcomes, and follow-up accurately within designated systems.

Skills

Customer service

Communication

Digital banking

Problem solving

Teamwork

Education

High school diploma

Tools

CRM software

Job description

Wright Patman Congressional Fed Credit Union in Oakton, VA seeks a Member Service Representative I to be the first point of contact for members across phone and digital channels. You will deliver timely, accurate assistance and guide members through routine service requests with care.

The role emphasizes digital banking support, consumer lending basics, and a commitment to a welcoming member experience within a hybrid work environment (2 days in office).