Member Service Representative - Grand Rapids - Xtend

Xtend Grand Rapids

2 weeks ago

Full time

Description

Job Description

**Member Services Representative (MSR)**

The MSR serves as an extension of our credit union partners, providing exceptional client service and support to members through various communication channels. Key responsibilities include answering inbound calls, resolving issues, and maintaining accurate records.

Key Responsibilities:

Answer and resolve inbound calls from credit union members in a timely and professional manner.
Verify caller identity and develop efficient navigation skills through credit union websites and internal systems.
Educate members on account-related topics, functionality, and issue resolution.
Develop knowledge of standard credit union operations and terms.
Provide daily web chat support for credit union and third-party accounts.
Support electronic bill pay systems as needed.
Monitor voice and email mailboxes to ensure member requests are processed appropriately.
Specialize in CU*BASE and It'sMe247 applications.

Requirements:

High school diploma or equivalent required; actively working towards either is acceptable.
Ability to handle sensitive information with discretion.
Attention-to-detail and accuracy while meeting deadlines.
Maintain a positive and professional attitude.
Strong written and verbal communication skills.
1+ year of customer service experience preferred.
Proficiency in Microsoft Office (Word, Outlook, Excel) preferred.

Work Environment:

Xtend operates in a professional office setting. Employees may work primarily within the office building or have moderate to extensive travel responsibilities. Accommodations will be made for physical aspects of the position as needed.

This job description serves as a guideline to outline the expectations of this position at Xtend.

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