eServices MSR I-III

Herndon, VA
Oct 22, 2021
Oct 26, 2021
Full Time

For more than 70 years, Northwest Federal Credit Union has provided valuable financial products and services for our members. Northwest offers employees a comprehensive benefits program including: medical and dental plans, paid time off, a generous 401k match, student loan assistance, parental leave, and the opportunity to grow professionally through a wide range of job-based, classroom and online training resources. Northwest Federal Credit Union has been recognized, for the second consecutive year, as a 2021 Top Workplace by The Washington Post and we believe that our success is built upon the excellence and achievement of our employees. Together, we serve and inspire to transform lives.

The e-Services Member Service Representative (MSR) position is a cross trained position responsible for a variety of responsibilities in the e-Services Department. As an MSR on the inbound Call Center Team, the agent handles a large volume of calls from new and existing members with a variety of requests. Using knowledge of Credit Union products and services, as well as outstanding member service skills, the MSR addresses issues, provides support, and offers information to service and build member relationships. MSRs are key players who assist the e-Services Team in achieving assigned annual sales and service goals. MSRs are responsible for interacting with appropriate areas of the Credit Union to ensure member needs and service issues are resolved timely and accurately. MSRs are responsible for taking "full ownership" of member issues until they are completely resolved. MSRs must stay current on operational, product, and system changes/enhancements, as well as demonstrate good risk management decisions to assist the branch in managing preventable losses and reduce fraudulent activity.


  • Handle Member customer service needs while meeting key performance metrics, including Call Handle Time, call quality, and after call work.
  • Accurately and efficiently process a variety of transactions, including payments, transfers, opening of additional new accounts, assisting with online and mobile banking, etc.
  • Pro-actively identify financial opportunities for the Member utilizing the fundamentals of the Member Advantage, working cooperatively with appropriate business partnersSupport e-Services in achieving member\u2019s retention, acquisition and growth goals. Promote the credit union & membership growth through community involvement. Maintain a professional manner to build member confidence and trust
  • Adhere to all procedures stated in the Credit Union's MSR policy and procedures
  • Ensure compliance with operational, security and control policies/procedures, preventing fraud and protecting member assets
  • Positively demonstrate teamwork by pro-actively assisting other colleagues when needed as well as actively participating and contributing during team meetings
  • Recognize an act on referral opportunities to other lines of business within the Credit Union
  • In order to assist the eServices Team, additional duties may be assigned as needed. Pro-actively reach out to existing members by participating in branch sales promotions
  • Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)


  • High School diploma or GED; college degree preferred
  • Minimum one year customer service experience (may include call center, banking, credit union, retail, etc.)
  • Customer service experience, with banking, credit union, or call center experience preferred
  • Ability to work a flexible work schedule (hours are 7am - 7pm Monday through Friday and 8am \u2013 1pm Saturday. Candidates should demonstrate the ability to work a variety of shifts)

EEO Notice

Northwest Federal Credit Union is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.

NWFCU complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Department at 703-709-8900 or

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