Member Services Representative

Why You'll Love Working at Quorum

At Quorum Federal Credit Union, we are acutting-edgecredit union thatoperatesas 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.

How You'll Make an Impact

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.

What You'll Be Doing

Key Responsibilitiesand Accountabilities

• 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.

What You Bring to the Team

• 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.

Tools & Work Environment

• 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

Where You Can Work

Candidates must reside within the United States. We are not able to consider applicants who reside in Montana, Nebraska, Rhode Island, or Puerto Rico.

Quorum's opportunities are based in the U.S., and U.S. work authorization is required. We are not able to provide current or future sponsorship.

Compensation & Rewards

Compensation for this role is$21/hour with the potential for discretionary incentive compensation based on both company and individual performance.

Benefits That Support You

• 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

*After 6 months of service

Important Compliance Information

• 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 employmentin accordance withall 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) willbe requiredto 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 employeeis required touphold the Credit Union's compliance with all policies, procedures, andrequiredregulations 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.