Job Description
Opportunity to add up to $2.50 per hour to your base pay in your first eight weeks plus additional bonus incentives.
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:
- Become comfortable with inbound member service & completing callbacks 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 the mobile app, online forms, and tools outside the phone operator
- Other duties as assigned
JOB QUALIFICATIONS:
- High School graduate or equivalent is required.
- Advanced 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 of key functions of CU*BASE Software, Microsoft Programs and other essential programs related to this position and demonstrate the 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 detail 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 CU* Answers:
CU*Answers offers a wide array of career opportunities ranging from software development to customer service roles. With our employee development initiatives, we focus on our employees finding a career, not just a job. CU*Answers has a proven track record of developing staff members and promoting from within. If you are ready to join a team built on the principles embedded throughout the credit union industry, check out our career opportunities today!