Call Center Representative

Consumer Loans– 5/12

Work Environment – 100% Onsite until released to hybrid schedule: Nesting 06/10-06/24

• All team members are required to reside within a 60 mile radius of the local Training Hub in Winchester, VA
• Cannot use satellite, hot spots, wireless point to point, extenders, WiFi, or pay-per-data services. The equipment will not function consistently or with sufficient quality on these services/methods.
• Minimum of 50 mbps download speed and 25 mbps upload speed
• Ethernet connection is required
• Ability to setup and install workstation equipment within 8-12 feet of modem/router. Workstation must be plugged directly into router with the cables provided by the company. Two ports are needed for one workstation setup.
  • Do not attempt to use a longer cable --- equipment will not work satisfactorily. Internet service providers will install additional hard-wired connections in desired locations upon request; any associated expense is not provided or reimbursed by the client.
  • Your desk must have adequate space for two monitors, a phone, keyboard and mouse.
  • Workspace must be free of distractions. (family members, children, barking dogs, TV etc.)
  • Previously established/installed high-speed internet connection (non-satellite) which is not public or shared; client will not provide it or reimburse for it.

Training

• Training is M-F, 9AM-5:30PM EST (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) must meet teleworking guidelines including satisfactory performance & attendance. 
• Please note that candidates must complete Bridge training, along with the other expectations of attendance/performance, and conversations with their supervisor.

Normal shift after training

• The current regular shifts available after training would be a Sun-Fri Flex schedule with available shift start times between 2:00pm-5:30pm EST (Candidates must be open to working the weekend (Saturdays)

Description:

• This position involves taking back-to-back inbound calls, sitting at a desk, working on a computer, navigating two monitors and several programs to assist members with consumer loan related requests.
• Navy Federal is looking for individuals who are dependable and committed to quickly resolving needs while providing excellent service to company account holders.

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.

Shifts:

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

Pay: $19.50

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