Customer Service Representative - Grand Rapids - Xtend Inc

Xtend Inc Grand Rapids

3 hours ago

Description

The Member Services Representative Level 1 provides day-to-day support for credit union members/callers via inbound & outbound services. This position requires completing 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 demonstrates quality customer service while maintaining a seamless relationship with credit unions.

Job Description:

This position is responsible for providing day-to-day support for credit union members/callers via inbound & outbound services, completing detailed notes when forwarding a request to the credit union either by account tracker or email and developing knowledge of standard credit union operation & credit union terms.

Essential Job Functions Level 1:

Become comfortable with inbound member service, outbound member service, & completing call backs when necessary
Develop knowledge of standard credit union operation & credit union terms
Develop efficient navigation skills through credit union websites & the ROE
Maintain a typing speed of at least 30 words per minute
Develop knowledge of CU*BASE Loan Application Processing
Develop knowledge to provide daily support to Web Chat for both credit union and third-party accounts
Develop knowledge to provide daily support to electronic Bill Pay Systems as needed
Monitor all Voice and Email Mailboxes to ensure member/client requests are processed appropriately
Specialize in CU*BASE and It'sMe247 applications, including mobile app, online forms, and tools outside the phone operator
Other duties as assigned

Essential Job Functions Level 2:

Maintain all of the essential job functions of the Level 1 and 2 Agent
Assist Level 1 and 2 Agents with the resolution of calls requiring more knowledge
Develop knowledge of CU*BASE Loan Application Processing
Develop knowledge to provide daily support to Web Chat for both credit union and third-party accounts
Develop knowledge to provide daily support to electronic Bill Pay Systems as needed
Monitor all Voice and Email Mailboxes to ensure member/client requests are processed appropriately
Certify as a trainer, train new agents and organize training for key functions as defined by all Management Staff
Teach classes related to the contact center training program, defined by management
Specialize in CU*BASE and It'sMe247 applications, including mobile app, online forms and tools outside the phone operator features
Assist agents with Hot Cards and general call support
Develop basic knowledge of CU*BASE query programs
Organize training for key functions as defined by all Management Staff
Reviewing alerts and CU*Base updates; inform supervisors of the team of any changes as related to their expertise
Other duties as assigned

Job Qualifications:

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
Meet or exceed the requirements and Job Specifications of a Level 1 & 2 Specialist
Clear demonstration of leadership within the organization
Demonstrate the ability and professionalism to interact with key management staff and clients both on the phone and in person
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
Ability to use discretion when dealing with sensitive or confidential data
Demonstrates attention to details and responds to deadlines

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