[Remote] Member Services Representative

Note: The job is a remote job and is open to candidates in USA. Quorum Federal Credit Union is a cutting-edge credit union that operates as a technology company, delivering innovative financial solutions to its members. The Member Service Representative supports member inquiries, assists with account management, and promotes self-service options while maintaining high service standards and adherence to regulations.

Responsibilities

• Maintain 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

Skills

• 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
• 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
• 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

Benefits

• Excellent health insurance packages with a Health Reimbursement Account option
• Life, AD&D, Short-Term Disability and Travel Insurance
• 401k plan with company match dollar for dollar up to 6 percent*
• Generous time-off policy with paid time off (PTO), volunteer time off (VTO), birthday PTO, and company-observed holidays
• Monthly stipend for wellness activities and mental health*
• Tuition reimbursement
• Pet Benefits, including insurance, discounts, “pawternity” PTO day, and more
• Bonus/commission plan for qualifying roles
• Employee perks (including mortgage discounts!)
• PTO purchase and sell-back programs
• Rewards and peer recognition programs
• Trust-based, out-come oriented remote work environment for most roles

Company Overview