Equivalent Experience

Account Services Representative

Work Environment:

• Shifts after training are hybrid remote (1 day per week onsite required)
• Training is 100% onsite and located in Winchester, VA

Normal

shift after training

• The current regular shifts available after training would be a Sun-Fri OR Mon-Sat Hybrid Flex schedule with a start times between 10:30am-1:30pm (Candidates must be open to working the weekend (either Saturdays or Sunday)

Scope:

The Member Service teams cover a variety of customer service duties to ensure quality customer support for members.

Description:

• Ensure account and member security by identifying red flags and safeguarding member assets and account information.
• Provide account information and perform basic account transactions.
• Route members to the appropriate departments.
• Provide account balances and review transactions on member and business accounts.
• Transfer funds on member and business accounts, to other members or financial institutions.
• Open new accounts and educate members or potential members on products and services that best meet their needs.
• Enroll members in online and mobile banking and provide features, benefits and general guidance related to these services.
• Order debit cards for new and existing members
• Debit Card research related to transactions on members’ debit cards, limit increases
• Handle lost, stolen or misplaced debit card queries.
• Submit disputes for unauthorized electronic checks.
• Releasing Direct Deposits
• Perform complex account transactions such as account shutdown and stop payments on checks, etc.

Qualifications

(Required):

• High School Diploma or equivalent.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Proficiency with computers, and strong typing skills.
• Ability to ask prying questions and diffuse tense situations when needed.
• Strong time management and decision-making skills.
• Adaptability and accountability.

Work

Environment:

• Shifts after training are hybrid remote (1 day per week onsite required)
• Training is 100% onsite and located in Winchester, VA

Normal shift after training

• The current regular shifts available after training would be a Sun-Fri OR Mon-Sat Hybrid Flex schedule with a start times between 6:30am-12:30pm (Candidates must be open to working the weekend (either Saturdays or Sunday)

Training

• Training is M-F, 9AM-5:30PM – ON SITE (Training duration is 15 working days consisting of 11 days of trainer led instruction, 4 days of field exercises on the phone)
• Please note that after training, you will take part in a two-week nesting period where you will remain onsite taking calls, have daily one hour debriefs, and receive extra guidance from your supervisor. You would work your assigned shift during nesting (Mon-Fri)
• After nesting, you will work your assigned shift and schedule (Mon-Sat or Sun-Fri) and can then be considered for hybrid work assuming you meet the teleworking guidelines including satisfactory performance & attendance.

Shifts:

• Representatives will get their schedule 2 weeks ahead of time and will only be scheduled 5 days a week but must be flexible