Branch & Contact Center Specialist

About the role

Quantum Credit Union has been serving the financial needs of our community since 1938, originally founded to assist employees in the communication industry. Now open to the broader community, we offer a full range of banking services to help our members achieve financial well-being. As a not-for-profit credit union, we prioritize people over profits and are committed to fostering stronger financial health for all members. With a mission-driven culture, our team takes pride in building trusted relationships and delivering exceptional service. Join us in our effort to help individuals and communities "Find Your Yes!".

The Branch and Contact Center Specialist delivers consistent service across branch, phone and digital channels, builds member relationships, and works independently while maintaining collaboration with other branches and support teams. By providing member-facing operation of a low transaction branch and supporting the Contact Center this role supports our mission to cultivate success, foster independence, and empower communities.

Responsibilities

• Serve as the primary member-facing resource at the branch.
• Build relationships through meaningful, need-based conversations.
• Educate members on appropriate products, services, and delivery channels.
• Open and maintain accounts and services within established authority.
• Identify lending and other specialized needs and make appropriate referrals.
• Follow through on member needs to ensure requests are completed or appropriately transferred.
• Serve as a primary support resource for the Contact Center.
• Assist with account research, servicing, documentation, and member follow-up.
• Support Contact Center staff with account, card, digital banking, payment, and other service needs.
• Provide timely communication and follow-up to help resolve member requests.
• Maintain knowledge of Contact Center procedures and serve as a cross-trained resource between channels.
• Maintain responsibility for the essential daily operations of the branch.
• Process routine transactions accurately and efficiently.
• Complete daily balancing, cash controls, security procedures, and required operational activities.
• Maintain compliance with established policies, procedures, and internal controls.
• Recognize and appropriately escalate operational, fraud, or member-risk concerns.
• Maintain a professional, organized, and secure branch environment.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required
• Previous credit union or banking experience preferred
• Proficiency in customer service
• Ability to work independently and manage priorities
• Excellent communication, problem-solving, and follow through skills
• Strong attention to detail

Benefits

• 401(k) Matching
• Dental Insurance
• Health Insurance
• Vision Insurance
• Life Insurance
• Paid Time Off
• Paid Holidays
• Sick Leave

Schedule

Monday to Friday (Full-Time, In-person in Burlington, KS)