Contract Services Representative

1 month ago

Dobbs Ferry, New York, United States Quorum Full time
Job Description

Quorum Federal Credit Union is a modern financial services organization that blends over 90 years of trusted experience with innovative, technology-driven solutions. As a nationally recognized employer of choice, we attract and develop top talent, empowering our team to drive the organization forward.

Job Summary

We are seeking a temporary contract worker in our Member Services contact center who will work with our team to deliver accessible and excellent services to our members. The position requires the ability 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.

Key Responsibilities and Accountabilities
  1. 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.
  2. Provide members with account information and perform account transactions, including accepting loan applications, opening accounts, and processing transfers, withdrawals, and other deposit product servicing functions. Strive to provide first contact resolution when within Credit Union policy.
  3. Address customer inquiries and issues via phone call and live chat, providing accurate information and effective solutions while maintaining a high standard of service and professionalism.
  4. Ensure adherence to company policies and procedures and Banking/Credit Union Regulations.
  5. Educate new and existing members on loan and deposit products and other services.
  6. Authorize service fee refunds and waivers within established guidelines for this position.
  7. Promote the use of virtual banking services, such as online and mobile banking, automated phone service, and resolve user issues.
  8. Provide written responses to inquiries received via Secure Messaging using professionalism and excellent writing skills.
  9. Participate in new product testing and other organization/departmental projects as assigned.
  10. Provide input to management on workflow issues, patterns, and improvements.
  11. Promote and demonstrate a positive work atmosphere by communicating in a manner consistent with professional standards to work effectively with members, co-workers, management, and vendors.
  12. Keep abreast of industry developments, including but not limited to changes in regulations and technology.
  13. Accurately track and report time worked to Brooke St. Staffing, the contracting partner on the assignment.
  14. Perform additional duties as required.
Requirements, Competencies, and Skills
  • Service-oriented, anticipating and meeting the needs of both internal and external members, understanding what the member wants and how to deliver the experience.
  • Results-driven, operating with personal ownership and looking for ways and means to improve performance all the time.
  • Clearly conveys information and ideas, actively listens and clarifies information as needed, shares critical information with peers and management.
  • The ability to relate and show respect to coworkers and members, to understand and share the feelings of another, and to demonstrate that understanding is a core element of social interactions in the workplace.
  • Contract worker develops the habit of acquiring skills, knowledge, and abilities to help them become better at their current job, holds oneself responsible for job responsibilities and results.

This role requires action-oriented, self-motivated, and creative individuals who are highly functional. In addition, this role should have the following:

  1. High School Diploma or equivalent; college degree preferred; will consider experience in lieu of degree.
  2. Minimum of one year experience in the financial services industry, in a call center.
  3. Must maintain required scores on Call Monitoring.
  4. Excellent problem-solving, organizational, analytical, verbal, and written communication skills.
  5. Strong decision-making and time management skills with the ability to manage multiple projects/duties.
  6. Trustworthy with the ability to maintain the highest level of integrity and trust.
  7. Proficiency in Microsoft Office, specifically Word, Excel, and PowerPoint. The ability to use multiple software applications concurrently to resolve member inquiries.
  8. Able 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.

Environmental/Physical/Mental Requirements:

  • 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.

Compliance/Legal Requirements:

  • Quorum is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will be considered for this contract opportunity 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 qualified individuals with disabilities throughout the application and contract work process.
  • Qualified Applicants with arrest or Conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

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