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Navy Federal Call Center information

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How much do navy federal call center jobs pay per hour?

As of Aug 3, 2026, the average hourly pay for navy federal call center in the United States is $17.91, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $19.23 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive in the Navy Federal Call Center position, and why are they important?

To thrive at a Navy Federal Call Center, strong customer service skills, problem-solving abilities, and attention to detail are essential, often supported by a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, call center telephony systems, and secure banking protocols is typically required. Excellent verbal communication, patience, and the ability to remain calm under pressure help standout candidates deliver exceptional member support. These skills are crucial for maintaining high member satisfaction and ensuring accurate handling of sensitive financial information in a fast-paced environment.

What is the 91-3 rule with Navy Federal?

The 91-3 rule in a Navy Federal Call Center context typically refers to a performance guideline where employees are expected to handle 91% of calls within 3 minutes, emphasizing efficiency and customer service. This metric helps monitor call quality and agent productivity in a fast-paced call center environment.

What is a Navy Federal Call Center job?

A Navy Federal Call Center job involves assisting members with their banking needs over the phone. Representatives provide support for account inquiries, loan applications, fraud concerns, and other financial services. They must have strong communication skills, knowledge of banking products, and the ability to handle high call volumes efficiently. The role often includes training, career growth opportunities, and benefits for employees.

How much do Navy Federal employees make per hour?

Navy Federal Call Center employees typically earn around $15 to $20 per hour, depending on experience and location. Entry-level positions may start at the lower end of this range, with opportunities for raises and advancement based on performance and tenure.

Is it easy to get hired at Navy Federal?

Getting hired at Navy Federal Call Center typically involves completing an online application, passing assessments, and participating in interviews. Candidates with customer service experience and good communication skills tend to have a better chance of being hired, but the process can be competitive depending on the position and location.

What does a typical day look like for an employee at the Navy Federal Call Center?

A typical day at the Navy Federal Call Center involves handling inbound member inquiries by phone, resolving account questions, processing transactions, and providing information on Navy Federal products and services. Employees work closely with team leads and other call center specialists to ensure quick and accurate solutions, often collaborating to manage call flow and share best practices. The environment is fast-paced, with structured breaks and performance targets, but team support and ongoing training help staff continuously improve. This role provides a great entry point into the financial services industry, with opportunities for advancement into supervisory or specialized support positions.

Does Navy Federal hire remote?

Navy Federal Credit Union offers some remote call center positions, but many roles require on-site presence at their facilities. Remote opportunities are typically available for customer service representatives with relevant skills and experience, depending on the specific job and department requirements.
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Navy Federal Call Center jobs near you
Infographic showing various Navy Federal Call Center job openings in the United States as of July 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution, with an average salary of $37,257 per year, or $17.9 per hour.

Participant Service Representative I

RA CCS, LLC.

Frostburg, MD

Full-time

Medical, Dental, Vision, PTO

Posted 19 days ago

Job description

Federal Call Center Team Overview 
The RA CCS, LLC., (hereinafter, “the Company”) multichannel Federal Call Center is in an exciting chapter. We are growing and looking for 25 new Participant Services Representatives to support our call center and Client through exemplary customer service. The below outlines the requirements and responsibilities of the position, and a few additional items are highlighted.
  1. This position qualifies for FREE health and welfare benefits, including medical, dental, and vision, and 15 days of paid vacation! Employees are benefit-eligible on their first day of employment.
  2. This position is 100% onsite, with the work location identified as: 1 Technology Dr. Frostburg, MD 21532
  3. We have a variety of schedules available including: 10:30am - 7pm ET, 11am - 7:30pm ET, 11:30am - 8pm ET, 12:30pm - 9 pm ET
  4. This position is hiring for a start date of 1/6/2025.
Position Purpose and Impact 
The RA CCS, LLC., (hereinafter, “the Company”) multichannel Federal Call Center services our federal contract clients processing sensitive information through various forms of telephone support to manage customer inquiries and requests in alignment with the call center’s Service Level Agreements (SLAs) and position specific Key Performance Indicators (KPIs).
The Participant Services Representative supports inbound and outbound calls within various queues to service customer inquiries, transactions, and services in compliance with company policies, processes, and position (KPIs).
Responsibilities 
  • Responds to various inbound and outbound calls with pleasant telephone etiquette, the ability to effectively communicate information, provide inquiry resolution and escalation to callers per established processes, serve as a knowledgeable resource to callers utilizing company workflows and processes, and present caller-solutions in compliance with Company polices and position standards. 
  • Answers inquiries by clarifying, researching, locating, or processing desired information. 
  • Resolves problems by clarifying issues, researching, and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems. 
  • Fulfills requests by clarifying desired information; completing transactions; forwarding requests. 
  • Effectively carries out a series of work instructions within a call center environment without supervision to resolve customer inquiries, complaints, and needs promptly. 
  • Effectively transfers misdirected callers to appropriate parties via correct transfer processes. 
  • Seeks assistance, guidance, or decision-making from management to assist callers when needed. 
  • Properly documents all calls in compliance with call type documentation standards. 
  • Accurately completes all work when updating caller or customer accounts or system information. 
  • Responsibly adheres and achieves individual KPIs and quality assurance standards while supporting the achievement of department KPIs, SLAs, and services goals and objectives. 
  • Completes all Company training and coaching as assigned and within a reasonable timeframe. 
  • Maintains solid knowledge and compliance with Company procedures, employee handbook policies, and specific call center policies including attendance, standards of conduct, etc. 
  • Ensures appropriate and proper communication with co-workers during shifts; properly handing off work or notifying management of call queue or client needs at shift end. 
  • Actively supports the department in achieving goals by practicing solid teamwork and providing best-in-class customer service to all callers. 
  • Supports the Federal Call Center by completing other duties as assigned.
Desired Qualifications 
  • Leads all facets of this position with excellent customer service. 
  • Maintains a courteous and professional manner which includes a calm and sophisticated disposition, not easily frustrated, stressed, or offended. Listens attentively to caller needs and demonstrates empathy. 
  • Builds rapport with callers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training. 
  • Demonstrated ability to provide a professional and friendly experience to both co-workers and callers. 
  • Demonstrated willingness and ability to answer questions and solve customer problems. 
  • Incorporates integrity, detail-oriented attention, and genuine care for callers and caller's needs within all interactions. 
  • Practices efficient communication and documentation practices; properly following Company verbal scripts, tasks as required, and ensuring need-to-know information, escalations, or follow-ups are effectively handled.
  • Completes all tasks with ownership and accountability; invested in ensuring all callers receive best-in-class service from start to finish; properly hands work off at shift end.
Desired Education and Experience 
  • High School Diploma with an Associate degree preferred. 
  • 2 – 3 years’ customer facing customer services experience required.
  • 1 – 2 years’ call center experience preferred.
  • Efficiency with Microsoft Suites, including: Word, Outlook, Excel, and PowerPoint. 
  • Proficient ability to type at greater than 50 words per minute, utilize computer resources including online applications, portals, and Company software, and perform tasks via telecommunication tools with a pleasant and comprehendible tone and enunciation. 
  • Previous experience with Salesforce and Nice-in Contact beneficial. Desired Hardware and Software Competency 
  • Microsoft Suites Basic Level: familiar with suites in an office setting for email, presentations, etc. 
Technology Competencies: general internet skills including the ability to access/utilize various websites.