Job Information
Xtend Inc Outbound Member Service Representative in Grand Rapids, Michigan
Description
POSITION SUMMARY
The Member Services Representative Level 1 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.
A Level 2 Member Services Representative will be assigned an area of focus to be the "go-to" knowledge base for the department. This position will be responsible for reviewing alerts and CU*Base updates and determining their impact to the contact center as it relates to their area of expertise. They are also expected to maintain all of the essential job functions of the Level 1 Agent. The Level 2 Specialist will demonstrate the ability and desire to be in direct contact with clients both during implementation of services and for ongoing support. This position reports directly to the Call Center Team Leads.
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 requirem