Member Services Representative - REMOTE

vAbout the job

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Description 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.

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.