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Member Services Representative - Remote

Company

Quorum Federal Credit Union
Address , Purchase, 10577, Ny
Employment type FULL_TIME
Salary $18.60 - $21.00 an hour
Expires 2023-06-27
Posted at 1 year ago
Job Description

Position Summary

Quorum Federal Credit Union is an online credit union and is one of the country’s leading lending providers and an award-winning provider of banking solutions transforming how we deliver and serve members and partners coast to coast. We are a diverse group of employees driven by our shared ambition to earn stakeholder trust by providing instant, accessible, and expert financial solutions. Together, we are moving the organization forward with futuristic-thinking, continuous planning and brilliance that our employees deliver each day. At Quorum, we are dedicated to doing Good at every interaction. We call it “Banking That’s Good. For You.”

Key responsibilities include

  • 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.
  • Sells/cross sells loan and deposit products and other services to new and existing members.
  • 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.
  • Ensures adherence to company policies and procedures and Banking/Credit Union Regulations.
  • Performs additional duties as required.

Scope

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.

Essential Skills, Knowledge and Requirements

  • High School Diploma or equivalent; college degree preferred; will consider experience in lieu of degree.
  • Minimum of two years’ experience in financial services industry, preferably 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. in a remote environment which is free from distraction.

Environmental / Physical / Mental Requirements

The Member Service Representative is a remote role, and it is critical that they possess the ability to communicate with clarity, while understanding and explaining complex situations to team members and outside contacts. Accuracy is essential and they must possess the ability to proofread documentation and correspondence to insure it is free of errors and fraud. The person will spend a good portion of the day seated at a workstation.

Hourly Wage: $18.60 to $21.00. Individual wage will vary based on skills and experience. Incentive compensation may be available based on company and individual performance.

Benefits: Medical, Vision, Dental, Retirement Benefits, and Paid Time Off (PTO)
Quorum Federal Credit Union is an Equal Opportunity Employer

#LI-Remote

Experience

Required
  • 2 year(s): High School Diploma or equivalent required. College degree preferred; will consider experience in lieu of degree. Minimum of two years’ experience in financial services industry, preferably in a call center.

Education

Required
  • High School or better
Preferred
  • Associates or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)