Job Description

Bilingual Call Center Agent/Member Services Representative

The Bilingual Call Center Agent/Member Services Representative provides day-to-day support for credit union members/callers via inbound & outbound services. Requests able to be handled by an MSR will be done in the most efficient manner possible. This position requires taking complete, detailed notes when forwarding a request to a credit union by account tracker or email in a timely manner. The MSRs act as an extension of our credit union partners, providing exceptional client service while maintaining a seamless relationship with our credit unions partners.

Essential Job Functions:

1. Answer and/or triage inbound calls (primarily from credit union members) for timely resolution; provide exceptional client service in accordance with the Rules of Engagement (ROE) for each credit union; forward unauthorized requests back to the credit union, using tracker codes as needed.
2. Consistently verify each caller's identity according to the ROE for security purposes; develop efficient navigation skills through credit union websites & the ROE.
3. Educate credit union members on various items pertaining to their account(s), card(s), functionality and resolving issues.
4. Become comfortable with inbound member service, outbound member service, & completing call backs when necessary.
5. Develop knowledge of standard credit union operation & credit union terms.
6. Develop knowledge of CU*BASE Loan Application Processing.
7. Develop knowledge to provide daily Web Chat support for credit union and third-party accounts.
8. Develop knowledge to provide daily support to electronic Bill Pay Systems as needed.
9. Monitor all voice and email mailboxes to ensure member/client requests are processed appropriately.
10. Specialize in CU*BASE and It'sMe247 applications, including mobile app, online forms, and other tools outside of the Phone Operator tool.

Job Qualifications:

• Must have a high school diploma or equivalent or actively working towards either.
• Ability to use discretion when dealing with sensitive or confidential data is required.
• 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 is preferred.
• Proficiency in Microsoft Office (Word, Outlook, Excel) is preferred.

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.

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