Customer Service Representative - Grand Rapids - Xtend Inc

    Xtend Inc
    Xtend Inc Grand Rapids

    3 days ago

    Default job background
    Part time
    Description

    Job Title: Member Services Representative (MSR)

    The Member Services Representative (MSR) provides day-to-day support for credit union members/callers via inbound and outbound services. This position requires taking complete, detailed notes when forwarding a request to a credit union by account tracker or email in a timely manner.

    Key Responsibilities:

    • Answer and/or triage inbound calls for timely resolution, provide exceptional client service, and forward unauthorized requests back to the credit union using tracker codes.
    • Verify each caller's identity according to the Rules of Engagement (ROE) and develop efficient navigation skills through credit union websites and the ROE.
    • Respond to web chats, emails, IMs, and inbound calls promptly; document calls and tracker entries; transfer calls back to credit unions.
    • Educate credit union members on various items pertaining to their account(s), debit and credit card(s), functionality, and resolving issues.
    • Become comfortable with inbound member service, outbound member service, and completing call backs.
    • Maintain a general understanding of standard credit union operations and terminology to support the CU*BASE credit union software's loan application processing, the web chat support, and to provide daily support of electronic Bill Pay Systems.
    • Monitor all voicemails and emails to ensure member/client requests are processed in a timely and efficient manner.
    • Specialize in CU*BASE credit union operating software and online banking applications, including mobile applications, online forms, and other tools.

    Qualifications:

    • High school diploma or equivalent required.
    • Ability to use discretion when dealing with sensitive or confidential data.
    • Attention-to-detail and accuracy while consistently meeting deadlines.
    • Ability to maintain a positive and professional attitude.
    • Strong written and verbal communication skills.
    • A minimum of 1 year of customer service experience preferred.
    • Proficiency in Microsoft Office (Word, Outlook, Excel) preferred.

    Work Environment:

    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.

    Reasonable Accommodations:

    Xtend will make reasonable accommodations for the known physical or mental disabilities of qualified applicants unless to do so would cause an undue hardship.

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