Overview
Join to apply for the Call Center Agent role at XTEND.
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 to be handled by a Level 1 representative will be completed in the most efficient manner possible. The Level 1 specialist will demonstrate the ability to provide quality customer service and maintain a seamless relationship with credit unions. This position reports to the Call Center Team Leads.
The Level 2 Member Services Representative is assigned an area of focus to be the "go-to" knowledge base for the department. This position reviews alerts and CU*Base updates to determine their impact on the contact center relative to their area of expertise, while maintaining all essential Level 1 functions. The Level 2 Specialist will engage with clients during implementation and ongoing support and reports directly to the Call Center Team Leads.
Essential Job Functions
Essential Job Functions Level 1
- Become comfortable with inbound member service, outbound member service, and completing callbacks 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
- Provide daily support to Web Chat for both credit union and third-party accounts
- 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 essential Level 1 functions
- Assist Level 1 and 2 Agents with resolution of calls requiring more knowledge
- Develop knowledge of CU*BASE Loan Application Processing
- Provide daily support to Web Chat for both credit union and third-party accounts
- 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 management
- Teach classes related to the contact center training program
- 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 management
- Review alerts and CU*Base updates; inform supervisors 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; vested interest in partner success
- Meet or exceed requirements for Level 1 & 2 Specialist
- Clear demonstration of leadership within the organization
- Professional interaction with key management staff and clients by phone and in person
- Advanced knowledge of CU*BASE Software, Microsoft programs, and related tools; ability to train staff and clients via phone, web conference, and in person
- Ability to use discretion with sensitive or confidential data
- Attention to detail and ability to meet deadlines
Work Environment
Xtend operates in a professional office setting. Some assignments may require travel. Xtend is committed to accommodating employees with the physical aspects of the position.
Notice
This job description is not a contract of employment. Xtend makes no guarantee of permanent employment. It is a guideline for understanding the position. Xtend will make reasonable accommodations for known disabilities of qualified applicants unless doing so would cause undue hardship. Please notify Xtend in writing of the need for reasonable accommodation within 180 days of when the need was known. Xtend is an Equal Opportunity Employer.
Seniority level
- Entry level
Employment type
- Full-time
Job function
- Other
Industries
- Wellness and Fitness Services