AI Conversational Analyst

Who is Quorum

At Quorum Federal Credit Union, we are a cutting-edge credit union that operates as a technology company, delivering innovative financial solutions to our members. As a remote organization, we thrive on collaboration and recognize outstanding performance. We are the ideal workplace for self-motivated individuals who are committed to organizational success and eager to join a dynamic team of professionals. We stand out as a best-in-class employer, offering a unique and supportive work environment that fosters personal and professional growth. Our culture is built on valuing teamwork, recognizing achievements, and providing the tools and resources needed to excel. If you are looking for a place where you can make a meaningful impact, enjoy a flexible and fulfilling work experience, and be part of a forward-thinking team, Quorum Federal Credit Union is the perfect fit for you.

Job Description Summary

We strive for innovation and new ways to solve complex problems to deliver on our promise in creating Banking That's Good. For You. As an A.I. Conversational Analyst will lead Quorum in building and optimizing digital service technologies including chatbot, phone voice response, workflows, and Artificial Intelligence (AI) assistants to change the way we engage with our members and partners. The individual in this position will define the purpose of digital service interfaces, design the user experience and content strategy, create content and workflows for chatbot conversations, and ensure the development and deployment of related services are adequately supporting member and partner inquiries. This role will frequently collaborate with cross-functional teams to ensure the user experience is continually improving as well as appropriately integrated with all the necessary back-end platforms and systems.

Key Responsibilities and Accountabilities

• Leverages chatbot and phone technology systems and artificial intelligence to provide seamless self-service experiences and proactively eliminate issues that lead to member and partner dissatisfaction and unnecessary inbound calls.
• Conceptualizes and iterates on high quality end-to-end designs for conversational user interfaces and content, including reactive and proactive outreach.
• On-going AI model training to improve platforms' accuracy rates in understanding human interactions and to ensure overall platform accuracy and containment rates.
• Envisions, designs, illustrates, tests and validates digital services conversational behaviors. Works with related stakeholders to implement identified changes. Maintains documentation on functionality and set up.

• Uses data-driven approaches to recognize conversational patterns and proactively optimizes and tunes workflows to increase self-service usage, efficiency, and member satisfaction.
• Establishes standards, creates reports, and monitors quantitative and qualitative metrics to help achieve excellent service for members and/or partners.
• Stays abreast of the latest developments in artificial intelligence, machine learning and related technologies to extend edge in digital customer service.
• Collaborates with other departments to accomplish initiatives set forth by Senior Management, implements and documents changes to existing policies and procedures to enhance the member experience and streamline current processes for staff.
• Promotes and maintains a positive work atmosphere by communicating in a manner consistent with professional standards to work effectively with members, co-workers, management and vendors.
• Ensures adherence to company policies and procedures and Banking/Credit Union Regulations.
• Performs additional duties as required.

Job Requirements, Competencies, and Skills

The A.I. Conversational Analyst works under the supervision of the Director of Service Delivery but is expected to work independently and efficiently. This person must show:

• Service Orientation- Anticipates and meets the needs of both internal (peers) and external (loan sale partners) customers; understands what is needed by the customer and how it should be delivered.
• Creative (fresh thinking, people who can figure out how to do things nobody else is doing, innovation).
• Relationship Building- Able to develop, maintain and strengthen relationships with others inside or outside of the organization who can provide information, assistance, and support.
• Digital Proficiency- Possesses knowledge and skills to effectively utilize digital technology. Able to retrieve, compare, evaluate, and integrate information in various formats.
• Adaptive Thinking- Able to anticipate the implications and consequences of situations and take appropriate action to be prepared for possible contingencies; produces solutions and responses beyond that which is routine, or rule based.
• Excellent Written and Verbal Communication Skills

This person must be self-motivated, task-oriented and possess a conservative, careful and cautious approach to work. In addition, this role should have the following:

• Bachelor's degree preferred; business, technology, or communications related field preferred. Secondary degree a plus.

• 4 - 6 years of member/customer service experience
• Prior experience in a banking/financial institution environment strongly preferred
• 1 - 3 years of chatbot, phone or customer interaction workflow design experience.

• Proven knowledge of the design and tuning of automated conversational workflows. Experience with the Glia platform preferred.
• Proven record of effectively interpreting data to enhance business processes.
• Demonstrated experience with technical requirements gathering and end-to-end process development.
• PC proficient including Microsoft Office (Word, Excel, PowerPoint, Access, Outlook) and the Internet.

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 employer. Qualified applicants will be considered for employment 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 incompliancewith the Americans with Disabilities Act of 1990. Reasonable accommodations are available upon request for applicants and/or employees with qualifying disabilities throughout the application and employment process.

• Qualified Applicants with arrest or conviction records will be considered for employment in accordance with all applicable federal, state, city and local laws, rules, and regulations.

• This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. The company reserves the sole right and discretion to make changes to this job description.

• Each employee is required to uphold the Credit Union'scompliancewith all policies, procedures, and required regulations including the Bank Secrecy Act and our Anti-Money Laundering policy.

• This document does not create an employment contract, implied or otherwise, other than an "at-will" relationship.

**PLEASE NOTE**

We are not able to consider candidates for this role who reside in Montana, Nebraska, Rhode Island, or Puerto Rico

Quorum's opportunities are based in the US and US work authorization is required. We are not able to support current or future sponsorship.

Salary Range: $37.50 - $42.30 per hour. Individual salary will vary based on skills and experience. Discretionary incentive compensation may be available based on company and individual performance.

Benefits: Medical, Vision, Dental, Retirement Benefits, and Paid Time Off (PTO)