Overview
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 requires completing detailed notes when forwarding a request to the credit union either by account tracker or email. Requests handled by a Level 1 representative should be completed in the most efficient manner possible. The Level 1 specialist will provide quality customer service while maintaining a seamless relationship with credit unions. This position reports 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 reviews alerts and CUBase updates to determine their impact to the contact center as it relates to their area of expertise, and maintains all essential Level 1 job functions. The Level 2 Specialist will interact directly with clients during implementation of services and 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, and completing call backs when necessary
- Develop knowledge of standard credit union operations and credit union terms
- Develop efficient navigation skills through credit union websites and 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 Level 2 Agent
- Assist Level 1 and Level 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
- Review alerts and CU*Base updates; inform supervisors of the team of any changes related to their expertise
- Other duties as assigned
Job Qualifications
- 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 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 CU*BASE Software, Microsoft Programs and other essential programs; able 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 meets deadlines
Work Environment & Physical Activities
Xtend operates in a professional office building setting. Some job assignments are primarily conducted within the office while others involve moderate to extensive travel, as described in the Job Functions and/or Job Qualifications. Xtend is committed to reasonably accommodating employees with the physical aspects of the position.
Notice
This job description is not intended to be, nor should it be construed as a contract for employment. Xtend makes no guarantee of permanent employment. This job description is to be used as a guideline to give the employee an understanding of what Xtend has defined this position to be. Xtend will make reasonable accommodations for known physical or mental disabilities of qualified applicants unless doing so would cause undue hardship. Disabled individuals who need an accommodation must notify Xtend in writing within 180 days of when they knew or reasonably should have known that an accommodation was needed. Xtend will make reasonable accommodations unless to do so would Pose an undue hardship. Xtend is an Equal Opportunity Employer.