The Member Service Representative I- serves as a trusted first point of contact for members across phone and supported digital channels. This role delivers timely, accurate, and thoughtful assistance while making each interaction as clear and effortless as possible.
The Member Service Rep listens carefully, identifies what the member is trying to accomplish, completes routine service requests, provides understandable guidance, and takes ownership of the interaction through resolution or a well-managed transition to the appropriate resource.
As a foundational role within Congressional’s Member Experience career pathway, the Member Service Representative I builds proficiency in essential account servicing, digital banking support, consumer lending assistance, member communication, and experience delivery.
This role supports Congressional’s commitment to A New Standard of Belonging by helping members feel recognized, understood, supported, and confident in their relationship with Congressional.
This position is available in our Oakton and Winchester, Virginia locations and operates in a hybrid work environment- 2days in Office.
Role Expectations
The Member Service Representative I is expected to:
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Provide dependable, empathetic, and professional support during every member interaction.
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Make routine service experiences simple, accurate, and easy to understand.
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Take appropriate ownership rather than creating unnecessary transfers or handoffs.
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Communicate what has been completed, what happens next, and what the member should expect.
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Help members build confidence using digital banking and self-service capabilities.
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Recognize additional financial or service needs and connect members with relevant solutions.
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Follow established policies, procedures, security requirements, and decision authorities.
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Ask for assistance and escalate matters appropriately when needs exceed the role’s authority or proficiency.
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Contribute to Effortless Excellence by reducing avoidable effort, communicating clearly, and following through on commitments.
Major Duties and Responsibilities:
Member Assistance & Resolution
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Serve as a primary point of contact for inbound member calls and supported digital inquiries.
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Clarify the member’s request by listening attentively, asking appropriate questions, and confirming understanding.
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Complete routine transactions and servicing requests accurately and efficiently.
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Assist with transfers, payments, check orders, card servicing, account information, basic account maintenance, and general service inquiries.
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Provide basic consumer loan servicing assistance, including payment information, status updates, and routine questions.
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Research available information and resources to resolve member needs during the initial interaction whenever possible.
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Maintain ownership of the interaction through resolution or provide a clear, informed transition when specialized assistance is required.
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Document interactions, commitments, outcomes, and follow-up accurately within designated systems.
Digital Confidence and Member Education
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Assist members with online banking, mobile banking, Zelle, digital payments, alerts, card controls, password access, and other supported digital capabilities.
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Explain processes and available options in clear, understandable language.
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Guide members through self-service tools without making them feel dismissed or redirected.
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Identify recurring areas of member confusion and share observations with leadership to support experience improvements.
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Reinforce safe digital banking practices and follow established authentication and fraud-prevention procedures.
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Help members understand what they can accomplish digitally while remaining available when personal assistance is needed.
Needs Recognition and Relevant Guidance
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Listen for financial goals, life events, service gaps, and unmet needs that arise naturally during member conversations.
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Introduce relevant Congressional products, services, tools, or resources when they may provide meaningful value to the member.
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Provide accurate general information and connect members with qualified specialists when a need requires lending, investment, financial counseling, or other specialized expertise.
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Avoid transactional or scripted selling approaches that are not grounded in the member’s expressed needs.
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Support appropriate follow-up when a member has requested additional information or assistance.
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Contribute to deeper member relationships through helpful guidance, not product volume alone.
Experience Quality and Team Contribution
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Participate in coaching, calibration, training, and continuous learning activities.
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Apply feedback and demonstrate measurable growth in knowledge, judgment, and service delivery.
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Collaborate with team members and other departments to resolve member needs accurately and efficiently.
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Identify potential process gaps, recurring friction, or unclear procedures and elevate them through the appropriate channels.
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Support a consistent experience across phone and digital service channels.
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Contribute to a respectful, accountable, and member-centered working environment.
Additional Responsibilities
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Perform other related responsibilities consistent with the role’s purpose, training, and decision authority.
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Support business continuity, service recovery, and periods of increased member demand as needed.
Knowledge and Skills
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1-2 years of relevant experience in retail or hospitality, preferably within the financial industry, with prior member services experience.
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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.
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A proactive, energetic, and empathetic professional recognized as a reliable resource and a strong leader who exemplifies best practices. Success in this role requires a high degree of trust and diplomacy to effectively serve as a subject matter expert. Daily responsibilities include engaging in detailed discussions, providing clear and concise explanations, and communicating with members, direct and indirect reports, and external vendors on sensitive and highly confidential issues.
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Demonstrate excellent verbal and written communication skills, along with strong logical and analytical judgment. Effectively oversee multiple programs concurrently and handle workloads efficiently. Aim to provide exceptional member experiences through proficiency in digital tools and the ability to perform effectively in a high-pressure environment.
- Operating in a hybrid work environment, candidates should possess strong computer and technology skills and demonstrate adaptability to a fast-paced setting.
Physical Requirements
The Credit Union is committed to working with its employees to reasonably accommodate them with the physical aspects of the position. The following list outlines the physical considerations that are normally encountered in this job.
Ability to communicate
Ability to operate standard office equipment
Must be able to sit for extended periods of time and to occasionally lift and move items up to 20 lbs. in weight.
Why Join Us?
Compensation – Our goal is to ensure you have a competitive base salary. That’s why we regularly review the market value of jobs and make adjustments, as needed.
Performance and Recognition – You are rewarded for achieving success by merit increases and incentive programs; this position is incentive eligible based on achieving certain targets.
Benefits – We offer a wide array of benefits including medical, dental, vision, short-term and long-term disability, and life insurance, along with a robust retirement program that includes an employer match 401K contribution. As a mark of our commitment to employee well-being, we also offer an employee assistance program and employee wellness.
Work-Life Balance – You will also be eligible for paid vacation of 15 days and 10 days of sick leave on an annual basis.
Tuition Assistance - We support the career development of all employees. This program provides financial assistance to employees who wish to further their education and career in relation to their current duties and responsibilities, or for potential future positions in the organization.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).
