*POSITION SUMMARY*
The Member Services Representative is responsible for providing day-to-day support for credit union members/callers via inbound & outbound services.
This position is required to complete detailed notes when forwarding a request to the credit union either by account tracker or email.
Requests able to be handled by a Level 1 representative will be done in the most efficient manner possible.
The Level 1 specialist will demonstrate the ability to provide quality customer service and do so while maintaining a seamless relationship with credit unions.
This position will report to the Call Center Team Leads.
*ESSENTIAL JOB FUNCTIONS*
1.
Become comfortable with inbound member service & completing call backs when necessary
2.
Develop knowledge of standard credit union operation & credit union terms
3.
Develop efficient navigation skills through credit union websites & the ROE
4.
Maintain a typing speed of at least 30 words per minute
5.
Develop knowledge of CU\*BASE Loan Application Processing
6.
Develop knowledge to provide daily support to Web Chat for both credit union and third-party accounts
7.
Develop knowledge to provide daily support to electronic Bill Pay Systems as needed
8.
Monitor all Voice and Email Mailboxes to ensure member/client requests are processed appropriately
9.
Specialize in CU\*BASE and It’sMe247 applications, including mobile app, online forms, and tools outside the phone operator
10.
Other duties as assigned
*JOB QUALIFICATIONS*
1.
High School graduate or equivalent is required.
2.
Advance knowledge of Credit Union Operations, Regulations, Procedures the Xtension Call Center and Member Reach Processes and demonstrates vested interest in the success of these partners
3.
Meet or exceed the requirements and Job Specifications of a Level 1 & 2 Specialist
4.
Clear demonstration of leadership within the organization
5.
Demonstrate the ability and professionalism to interact with key management staff and clients both on the phone and in person.
6.
Demonstrate Advanced Knowledge on key functions of CU\*BASE Software, Microsoft Programs and other essential programs related to this position and demonstrate ability to train staff and clients using phone, web conference and in person.
7.
Ability to use discretion when dealing with sensitive or confidential data.
8.
Demonstrates attention to details and responds to deadlines.
*WORK ENVIRONMENT & PHYSICAL ACTIVITIES*
Xtend operates in a professional office building setting.
Some job assignments at Xtend are primarily conducted within the office building(s) while others have moderate to extensive travel responsibilities as described in the Job Functions and/or Job Qualifications section(s) above.
Xtend is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.
*ABOUT XTEND*
Xtend is a nationally recognized Credit Union Service Organization (CUSO) based in Grand Rapids, Michigan.
We support credit unions throughout the United States in areas such as driving member engagement, data analytics, servicing members over the phone and providing back-office bookkeeping services.
Job Types: Full-time, Part-time
Pay: $14.
00 - $16.
00 per hour
Expected hours: 25 – 40 per week
Benefits:
* 401(k)
* 401(k) matching
* Dental insurance
* Disability insurance
* Employee assistance program
* Flexible schedule
* Flexible spending account
* Health insurance
* Health savings account
* Life insurance
* Paid time off
* Paid training
* Tuition reimbursement
* Vision insurance
Schedule:
* 10 hour shift
* 12 hour shift
* 8 hour shift
* Day shift
* Evening shift
* Monday to Friday
Supplemental pay types:
* Bonus opportunities
Ability to commute/relocate:
* Grand Rapids, MI 49546: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
* Are you related to or do you have any personal connection with a current employee of Xtend?
* Have you ever pled guilty, or no contest to, or been convicted of, a misdemeanor or felony?
* Have you ever been employed by Xtend before? If yes, when?
* Are you permanently authorized to work in the United States?
Experience:
* Customer service: 1 year (Preferred)
Work Location: In person
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