Quorum Federal Credit Union

Call Center Representative

• Supervise, coach, and support contact center staff to ensure consistent, high-quality member service.
• Assist with workforce planning, scheduling, and task assignment to balance workloads across channels.
• Resolve escalated member issues and foster a collaborative, service-driven culture.
• Support recruiting, onboarding, and ongoing training, emphasizing digital banking tools.
• Foster a positive, collaborative, and service-driven culture where employees feel informed, supported, and empowered.
• Monitor dashboards and inquiry volumes to ensure coverage and SLA compliance.
• Collaborate with other departments (IT, Operations, Lending, Fraud/Risk) to resolve complex member issues.
• Optimize digital support channels and analyze trends to improve usability and adoption.
• Leverage AI-driven tools and analytics to proactively assess performance metrics, identify trends, and recommend solutions that enhance member satisfaction and streamline operations.
• Review calls and digital interactions for accuracy, empathy, and compliance.
• Provide feedback and coaching for improvement.
• Ensure team compliance with credit union policies, federal regulations (Reg E, Reg Z, Privacy Act, Bank Secrecy Act), security standards, and authentication procedures.
• Maintain awareness of fraud trends—including digital fraud and social engineering—and guide staff in spotting red flags and educating members.
• Generate and analyze performance reports, identify trends, and support process optimization and digital channel growth.

Contact Center Assistant Manager

Account Executive

• Prospecting and Lead Generation: Identifies and targets potential strategic B2B deposit clients and partners through research, networking and cold-calling.
• Continuously generates leads and opportunities to build and maintain a robust sales pipeline.
• Utilizes CRM to maintain detailed notes during relationship lifecycles with each potential client and partner.
• Develops a strong follow-up strategy to ensure the conversion from relationship lead to deposit producing partner.
• Attends trade shows, industry events, association speaking engagements and other types of target-rich environments to establish contacts and develop new business.
• Monitors industry trends and collaborates with the department Manager to stay relevant and introduce product enhancements for new and existing partnerships.
• Collaborates closely with leadership to expand B2B strategic partnerships into additional lines of business.
• Sales Presentations: Collaborates with Quorum leadership and business units to fully understand and become a Subject Matter Expert on the product lines offered to potential B2B clients and strategic partners.
• Develop and perfect effective sales tools such as PowerPoint presentations, sales brochures, fact sheets and takeaways.
• Conducts compelling sales presentations and detailed demonstrations to showcase Quorum’s products and services and illustrate their value proposition to potential B2B clients and partners.
• Tailors every presentation to address the specific needs and challenges of prospective clients and partners.
• Presentations are made in-person and virtually, based on the preference of the client or partner.
• Utilizes negotiation skills to address any concerns and overcome any objections.
• Partner Relationship Management: Provides the partner with initial and ongoing training, updates and information regarding the deposit program value proposition, features and functions.
• Uses superior interpersonal skills to understand partners’ needs, quickly resolve any concerns and maintain strong, long-lasting relationships.
• Utilizes (CRM) to notate all conversation and interactions with partners, including deliverables and deadlines.
• Establishes a regular follow-up and status check process with each partner to ensure their satisfaction and remain proactive to their needs.
• Collaborates with internal teams to resolve issues, expand product offerings, identify process improvements and workflow enhancements, and remain current in knowledge of existing products and services.
• Sales Reporting and Forecasting: Utilizes various M365 tools to keep accurate and real-time records of sales activities, pipeline and sales forecasts.
• Provides monthly sales and performance reports, as well as other ad hoc reporting to management.
• Collaborates closely with Management to provide partner status reports to determine if strategy pivots are required.
• Meets or exceeds quarterly sales targets.

Contact Center Assistant Manager

Account Executive, Deposits