Location: Xtend Call Center
Position Type: Full-time
Position Summary:
The Member Services Representative is responsible for providing excellent support to credit union members via inbound and outbound services. The role involves managing requests efficiently, maintaining detailed records, and ensuring high-quality customer service. The position is divided into Level 1 and Level 2 roles, with Level 2 including additional responsibilities such as training and specialization.
Essential Job Functions:
Level 1 Responsibilities:
- Customer Support: Provide inbound and outbound member service, including handling callbacks.
- Knowledge Development: Acquire knowledge of standard credit union operations, terms, and navigation through credit union websites and ROE.
- Typing Proficiency: Maintain a typing speed of at least 30 words per minute.
- Application Processing: Develop knowledge of CU*BASE Loan Application Processing and provide support for Web Chat and electronic Bill Pay Systems.
- Monitoring: Oversee Voice and Email Mailboxes, ensuring prompt and accurate processing of requests.
- Specialization: Focus on CU*BASE and It’sMe247 applications, including mobile app and online tools.
- Additional Duties: Perform other tasks as assigned.
Level 2 Responsibilities:
- All Level 1 Duties: Maintain all essential functions of the Level 1 role.
- Advanced Support: Assist Level 1 representatives with complex calls and issues.
- Training and Leadership: Certify as a trainer, conduct training for new agents, and organize key function training.
- Knowledge Expansion: Deepen knowledge of CU*BASE Loan Application Processing, Web Chat support, and electronic Bill Pay Systems.
- Alert Monitoring: Review alerts and CU*BASE updates, and inform supervisors of relevant changes.
- Query Programs: Develop basic knowledge of CU*BASE query programs.
- Additional Duties: Perform other tasks as assigned.
Job Qualifications:
- Experience: Advanced knowledge of Credit Union Operations, Regulations, and Procedures.
- Skills: Demonstrated leadership, professionalism, and advanced knowledge of CU*BASE Software and Microsoft Programs.
- Training Ability: Capable of training staff and clients using various methods.
- Confidentiality: Ability to handle sensitive or confidential data with discretion.
- Attention to Detail: Strong focus on accuracy and meeting deadlines.
Work Environment & Physical Activities:
- Office Setting: Primarily office-based with some travel responsibilities as needed.
- Accommodation: Xtend is committed to providing reasonable accommodations for qualified applicants with disabilities.
Notice:
This job description is a guideline and not a contract for employment. Xtend is an Equal Opportunity Employer and is committed to reasonable accommodation for employees with disabilities.
Application Instructions:
If you meet the qualifications and are interested in joining our team, please submit your application as instructed. We look forward to reviewing your application!
Equal Opportunity Employer Statement:
Xtend is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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