Contract Member Services Representative - REMOTE

Who is Quorum  

Quorum Federal Credit Union is a modern financial services organization that blends over 90 years of trusted experience with innovative, technology-driven solutions. As a nationally recognized employer of choice, we attract and develop top talent, empowering our team to drive the organization forward.

Job Description Summary  

We strive for innovation and new ways to solve complex problems to deliver on our promise in creating Banking That’s Good. For You. We are seeking a temporary contract worker in our Member Services contact center who will work with our team to deliver accessible and excellent services to our members.  The position will require the ability to work a structured schedule that includes evening hours up to 7:00 p.m. (EST) in a remote environment which is free from distraction.

Key Job Responsibilities and Accountabilities

1. Maintains service standards as required by position benchmarks for quality, turnaround time, accuracy and follow up. Performance is primarily based on quality and productivity measures including but not limited to schedule adherence, call quality scores and process adherence.
2. Provides members with account information and performs account transactions including accepting loan applications, opening accounts, and processing transfers, withdrawals, and other deposit product servicing functions. Strives to provide first contact resolution when within Credit Union policy.
3. Responsible for promptly addressing customer inquiries and issues phone call and live chat, providing accurate information and effective solutions while maintaining a high standard of service and professionalism.
4. Ensures adherence to company policies and procedures and Banking/Credit Union Regulations.
5. Educate new and existing members on loan and deposit products and other services.
6. Authorizes service fee refunds and waivers within established guidelines for this position. 
7. Promotes use of virtual banking services, such as online and mobile banking, automated phone service and resolves user issues.
8. Uses professionalism and excellent writing skills to provide written responses to inquiries received via Secure Messaging. 
9. Participates in new product testing and other organization/departmental projects as assigned. 
10. Provides input to management on workflow issues, patterns, and improvements.
11. Promotes and demonstrates a positive work atmosphere by communicating in a manner consistent with professional standards to work effectively with members, co-workers, management, and vendors.
12. Keeps abreast of industry developments including, but not limited to changes in regulations and technology.
13. Accurately tracks and reports time worked to Brooke St. Staffing, the contracting partner on the assignment.
14. Performs additional duties as required.

Job Requirements, Competencies, and Skills

The Member Service Representative works remotely, under minimal supervision exercising independent judgment.  This person must be:

• Service Oriented. Anticipates and meets the needs of both internal and external members; understands what the member wants and how to deliver the experience.
• Results Driven. Operates with personal ownership and looks for ways and means to improve performance all the time.
• Clearly conveys information and ideas; actively listens and clarifies information as needed; shares critical information with peers and management.
• The ability to relate and show respect to coworkers and members, to understand and share the feelings of another and to demonstrate that understanding is a core element of social interactions in the workplace.
• Contract worker develops the habit of acquiring skills, knowledge, and abilities to help them become better at their current job. Holds oneself responsible for job responsibilities and results.

This person must be action oriented, self-motivated, and creative while being highly functional.  In addition, this role should have the following:

1. High School Diploma or equivalent; college degree preferred; will consider experience in lieu of degree.
2. Minimum of one year experience in the financial services industry, in a call center.
3. Must maintain required scores on Call Monitoring.
4. Excellent problem-solving, organizational, analytical, verbal, and written communication skills.
5. Strong decision making and time management skills with the ability to manage multiple projects/duties.
6. Trustworthy with the ability to maintain highest level of integrity and trust.
7. Proficiency in Microsoft Office, specifically Word, Excel, and PowerPoint. The ability to use multiple software applications concurrently to resolve member inquiries.
8. Able to work a structured schedule that includes evening hours up to 7:00 p.m. (EST) in a remote environment which is free from distraction.

Environmental / Physical / Mental Requirements  

• Stable internet connection with speeds high enough for video conferencing and screen sharing 
• Smartphone with current iOS/Android OS  
• Prolonged periods sitting at a workstation and working on a computer 
• Ability to communicate with coworkers and customers via email, chat, teleconference, and/or phone 

Compliance/legal requirements  

• Quorum is an Equal Employment Opportunity and Affirmative Action Employer.  Qualified applicants will be considered for this contract opportunity without regard to race, color, religion, gender, sexual orientation, national origin, age, marital status, protected veteran status, or disability status.   
• Quorum will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990. Reasonable accommodations are available upon request for qualified individuals with disabilities throughout the application and contract work process.
• Qualified Applicants with arrest or Conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.  

**PLEASE NOTE**

We are not able to consider candidates for this role who reside in Montana, Nebraska, Rhode Island, or Puerto Rico

Hourly Wage: $21.00 paid hourly through our contracting staffing partner.  

This is a temporary, contract, non-employee role and is not eligible for Quorum health, retirement, or discretionary incentives benefits during the contract period (up to 6 months). Conversion to full-time employment is not guaranteed.