Who is Quorum
At Quorum Federal Credit Union, we are a cutting-edge credit union that operates as a technology company, delivering innovative financial solutions to our members. As a remote organization, we thrive on collaboration and recognize outstanding performance. We are the ideal workplace for self-motivated individuals who are committed to organizational success and eager to join a dynamic team of professionals. We stand out as a best-in-class employer, offering a unique and supportive work environment that fosters personal and professional growth. Our culture is built on valuing teamwork, recognizing achievements, and providing the tools and resources needed to excel. If you are looking for a place where you can make a meaningful impact, enjoy a flexible and fulfilling work experience, and be part of a forward-thinking team, Quorum Federal Credit Union is the perfect fit for you.
Job Description Summary
The Member Service Representative supports member telephone inquiries including but not limited to opening accounts, assisting with loan applications, credit card, account information and account changes. The Member Service Representative is responsible for educating members about self-service options and must be able to sell/cross sell products and services to new and existing members of the Credit Union.
*Please note that this is a temporary role with an expected duration of 3–4 months.
Key Job Responsibilities and Accountabilities
- 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.
- 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.
- Ensures adherence to company policies and procedures and Banking/Credit Union Regulations.
- Educate new and existing members on loan and deposit products and other services.
- Authorizes service fee refunds and waivers within established guidelines for this position.
- Promotes use of virtual banking services, such as online and mobile banking, automated phone service and resolves user issues.
- Participates in new product testing and other organization/departmental projects as assigned.
- Provides input to management on workflow issues, patterns, and improvements.
- 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.
- Keeps abreast of industry developments including, but not limited to changes in regulations and technology.
- 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 action oriented, self-motivated, and creative while being highly functional.
- High School Diploma or equivalent; college degree preferred; will consider experience in lieu of degree.
- Minimum of one year experience in financial services industry, in a call center.
- Must maintain required scores on Call Monitoring.
- Excellent problem-solving, organizational, analytical, verbal, and written communication skills.
- Strong decision making and time management skills with the ability to manage multiple projects/duties.
- Trustworthy with the ability to maintain highest level of integrity and trust.
- Proficiency in Microsoft Office, specifically Word, Excel, and PowerPoint. The ability to use multiple software applications concurrently to resolve member inquiries
- Flexible 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 employer. Qualified applicants will be considered for employment 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 applicants and/or employees with qualifying disabilities throughout the application and employment process.
- Qualified Applicants with arrest or conviction records will be considered for employment in accordance with all applicable federal, state, city and local laws, rules, and regulations.
- This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. The company reserves the sole right and discretion to make changes to this job description.
- Each employee is required to uphold the Credit Union's compliance with all policies, procedures, and required regulations including the Bank Secrecy Act and our Anti-Money Laundering policy.
- This document does not create an employment contract, implied or otherwise, other than an "at-will" relationship.
**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
Quorum's opportunities are based in the US and US work authorization is required. We are not able to support current or future sponsorship.
