Banking That’s Good. For You.™
Member Services Representative
Location
New York
Posted
2 days ago
Salary
$21 / hour
Seniority
Junior
Job Description
Member Services Representative
Quorum Federal Credit Union
• Supports member telephone inquiries including but not limited to opening accounts, assisting with loan applications, credit card, account information and account changes. • 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. • 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.
Job Requirements
- 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.
Benefits
- 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
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