Member Service Representative

ROCS Grad Staffing; Charlottesville (VA); On-site; USD 25,000 - 30,000; Full time

Job summary

ROCS Grad Staffing is seeking a qualified Call Center Associate for a local credit union in Charlottesville, VA. You will handle inbound member calls, assist with everyday banking needs, answer account questions, and help resolve member concerns in a fast-paced, team-oriented environment.

The temporary role runs through January, with shifts 8:30 AM to 6:00 PM Monday through Friday and every other Saturday morning.

Qualifications

• High-volume call center experience is required.
• Banking or financial services experience is a plus.
• Strong de-escalation and customer service skills.
• Able to multitask and stay composed during a steady flow of back-to-back calls.
• Reliable attendance and punctuality is essential.
• Available every other Saturday to support scheduling.

Responsibilities

• Handle a high volume of inbound member calls (60–100 per day) in a fast-paced call center.
• Answer account questions, process transfers, and provide balance information.
• Walk members through online banking setup and other in-depth requests.
• De-escalate upset callers with empathy and professionalism.
• Return missed calls to members.
• Complete light administrative tasks, including printing and mailing documents.
• Learn internal banking systems and take calls independently within 2–3 weeks.

Skills

High-volume call center experience

Banking or financial services

De-escalation and customer service

Multitasking and composure

Reliability and punctuality

Weekend availability

Job description

About the role:

This opportunity is with a well-established local credit union that focuses on providing excellent service and support to its members. In this role, you would handle inbound calls, assist with everyday banking needs, answer account-related questions, and help resolve member concerns in a fast-paced, team-oriented environment. The role is temporary and is expected to last through January.

Responsibilities:

• Handle a high volume of inbound member calls (60–100 per day) in a fast-paced call center
• Answer account questions, process transfers, and provide balance information
• Walk members through online banking setup and other in-depth requests
• De-escalate upset callers with empathy and professionalism
• Return missed calls to members
• Complete light administrative tasks, including printing and mailing documents
• Learn internal banking systems and take calls independently within 2–3 weeks

Qualifications:

• High-volume call center experience required
• Banking or financial services experience is a plus
• Strong de-escalation and customer service skills
• Able to multitask and stay composed during a steady flow of back-to-back calls
• Reliable attendance and punctuality
• Positive, professional, team-first attitude
• Available every other Saturday
• Must pass background and credit checks

Schedule: Monday–Friday, with shifts between 8:30 AM and 6:00 PM, plus every other Saturday from 9:00 AM–12:15 PM. Weekday hours are adjusted to keep the schedule within 40 hours per week.

Pay: $18-$22/hr