Call Center Agent

1 week ago

Grand Rapids, United States Xtend Full time
Job DescriptionJob 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

  1. Become comfortable with inbound member service, outbound member service, & completing call backs when necessary
  2. Develop knowledge of standard credit union operation & credit union terms
  3. Develop efficient navigation skills through credit union websites & the ROE
  4. Maintain a typing speed of at least 30 words per minute
  5. Develop knowledge of CU*BASE Loan Application Processing
  6. Develop knowledge to provide daily support to Web Chat for both credit union and third-party accounts
  7. Develop knowledge to provide daily support to electronic Bill Pay Systems as needed
  8. Monitor all Voice and Email Mailboxes to ensure member/client requests are processed appropriately
  9. Specialize in CU*BASE and It'sMe247 applications, including mobile app, online forms, and tools outside the phone operator
  10. Other duties as assigned

ESSENTIAL JOB FUNCTIONS LEVEL 2

  1. Maintain all of the essential job functions of the Level 1 and 2 Agent.
  2. Assist Level 1 and 2 Agents with the resolution of calls requiring more knowledge
  3. Develop knowledge of CU*BASE Loan Application Processing
  4. Develop knowledge to provide daily support to Web Chat for both credit union and third-party accounts
  5. Develop knowledge to provide daily support to electronic Bill Pay Systems as needed
  6. Monitor all Voice and Email Mailboxes to ensure member/client requests are processed appropriately
  7. Certify as a trainer, train new agents and organize training for key functions as defined by all Management Staff
  8. Teach classes related to the contact center training program, defined by management
  9. Specialize in CU*BASE and It'sMe247 applications, including mobile app, online forms and tools outside the phone operator features.
  10. Assist agents with Hot Cards and general call support
  11. Develop basic knowledge of CU*BASE query programs
  12. Organize training for key functions as defined by all Management Staff
  13. Reviewing alerts and CU*Base updates; inform supervisors of the team of any changes as related to their expertise.
  14. Other duties as assigned

JOB QUALIFICATIONS

  1. 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
  2. Meet or exceed the requirements and Job Specifications of a Level 1 & 2 Specialist
  3. Clear demonstration of leadership within the organization
  4. Demonstrate the ability and professionalism to interact with key management staff and clients both on the phone and in person.
  5. Demonstrate Advanced Knowledge on key functions of CU*BASE Software, Microsoft Programs and other essential programs related to this position and demonstrate ability to train staff and clients using phone, web conference and in person.
  6. Ability to use discretion when dealing with sensitive or confidential data.
  7. Demonstrates attention to details 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.


NOTICE

This job description is not intended to be, nor should 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 the known physical or mental disabilities of qualified applicants unless to do so would cause an undue hardship. Disabled individuals who feel accommodation is needed to perform their job, or the job for which they have applied, must notify Xtend in writing of the need for reasonable accommodation within 180 days after the date the individual knew or reasonably should have known that an accommodation was needed. Xtend, thereafter, will make all reasonable accommodations unless to do so would pose an undue hardship.

Xtend is willing to accommodate disabilities to the extent a financial service organization can without impacting financial control or member service. Xtend is an Equal Opportunity Employer.

  • Call Center Agent

    1 week ago

    Grand Rapids, United States Xtend Inc Full time

    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...

  • Bilingual Call Center Agent

    Found in: Talent US C2 - 2 weeks ago

    Grand Rapids, United States Xtend Full time

    POSITION SUMMARYThe 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...

  • Call Center Agent

    1 week ago

    Grand Rapids, United States CU* Answers Full time $14 - $15

    Call Center Agent - Second ShiftPOSITION 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...

  • Call Center Queue Specialist

    2 weeks ago

    Grand Rapids, United States Chervon North America Full time

    Job DescriptionJob DescriptionChervon is one of the world’s largest power tool and lawn and garden equipment manufacturers with a rich history of innovation. Chervon’s commitment to build a better world by building better tools is evident in the products we manufacture and our green approach to manufacturing. We focus on hand-held portable power tools,...

  • Monitoring Center Agent

    7 days ago

    Grand Rapids, United States Allied Universal® Full time

    Monitoring Center Agent - Evening Shift **Overview**: When you join the Allied Universal® Technology Services, you are joining one of the fastest growing security systems integrators in North America. Build your career within a fast-paced, dynamic, and diverse environment that combines leading-edge technology solutions - electronic access control, video...

  • Customer Loyalty Center

    2 weeks ago

    Grand Rapids, United States Applied Innovation Full time

    Job DescriptionJob DescriptionApplied Innovation is looking to hire a dependable, detailed oriented person to fill a full-time opportunity in our Customer Loyalty Center Monday to Friday from 8 AM to 5 PM. The candidate must possess excellent communication skills, be client focused, and demonstrate experience with computers and various software...

  • Remote Call Center Representative

    1 week ago

    Grand Rapids, United States Wipro Full time

    Demonstrate outstanding service to identify the source of the caller's issue and work to resolve the inquires in a timely and professional manner - Help them with their queries related to their benefits. - Contact care providers (doctor's offices) on Call Center, Representative, Remote, Technology

  • Showing Agent Grand Rapids

    Found in: beBee jobs US - 2 weeks ago

    Grand Rapids, Michigan, United States Showami Full time

    Showami is a service that connects licensed real estate agents with other licensed real estate agents to assist with buyer showings. We are seeking licensed real estate agents in GRAND RAPIDS and surrounding areas to show homes.REQUIREMENTS:•You must be a currently licensed real estate agent•You must have access to the MLS•You must have experience...

  • Bilingual Call Center Representative

    1 week ago

    Grand Rapids, United States Xtend Full time

    Job DescriptionJob DescriptionPOSITION SUMMARYThe 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...

  • Patient Access Specialist- Call Center

    7 days ago

    Grand Rapids, United States Infusion Associates Full time

    **Job Title**: Patient Access Specialist **Department**: Patient Access **Location**: Grand Rapids, MI **FLSA Status**: Non-Exempt (Hourly) **Manager Title**: Patient Access Team Lead **About Us**: Infusion Associates is private equity backed multi-specialty infusion provider group with multiple sites across the Midwestern United States poised for rapid...

  • Hub (Call Center) Banker

    1 week ago

    Grand Rapids, United States Independent Bank Corporation Full time

    Job DescriptionJob DescriptionBe Proud. Be You. Be Independent! Are you an experienced customer service professional looking to take the next step in your career? If so, we need you! At Independent Bank we promote a culture that encourages professional growth and embraces the collective sum of your individual differences, life experiences, knowledge,...

  • Disputes Servicing Bilingual Specialist

    7 days ago

    Grand Rapids, United States Fifth Third Full time

    Make banking a Fifth Third better® We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank. GENERAL FUNCTION: Under general supervision provides outstanding customer service while capturing accurate customer account and transaction information. Agent will also provide accurate...

  • Disputes Servicing Bilingual Specialist

    6 days ago

    Grand Rapids, United States CareerBuilder Full time

    Make banking a Fifth Third better We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank. GENERAL FUNCTION: Under general supervision provides outstanding customer service while capturing accurate customer account and transaction information. Agent will also provide accurate...

  • Disputes Servicing Bilingual Specialist

    5 days ago

    Grand Rapids, United States Fifth Third Full time

    Make banking a Fifth Third betterWe connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.GENERAL FUNCTION:Under general supervision provides outstanding customer service while capturing accurate customer account and transaction information. Agent will also provide accurate...

  • Bilingual Call Center Representative

    21 hours ago

    Grand Junction, United States MarillacHealth Full time

    Job DescriptionJob DescriptionMarillacHealth is hiring a Dental Call Center Representative! Must be In-Person, not remote. Job Summary:Manage outgoing calls to newly assigned patients and programs. Manage inbound calls and set appointments. Bi-lingual strongly preferred.Essential Functions: Primary duties· Make outbound calls to new patients to confirm...

  • Experience Specialist/Receptionist

    Found in: Resume Library US A2 - 2 weeks ago

    Cedar Rapids, Iowa, United States UnityPoint Health Full time

    Overview: Experience Specialist/Receptionist Unity Point Nurse Call Center- Cedar Rapids OR Sioux City Every other weekend 8am-4:30pm + 4 hours shifts on weekdays (between 2 pm and 11 pm)  Part-Time Benefits, 20 Hours a week   Remote, but must sit in Cedar Rapids, Waterloo/Cedar Falls, Des Moines, Quad Cities or Sioux City,   This position...

  • Commercial Lines Account Manager

    1 week ago

    Grand Rapids, United States Thum Insurance Agency LLC Full time

    Job DescriptionJob DescriptionWe are seeking a Commercial Lines Account Manager to become a part of our agency!Responsibilities:Develop insurance quotes, prepare applications for commercial lines agents.Address walk in client’s sales needs Monday – Friday – 9:00am - 5:30pm.Process endorsements received via mail, email and fax.Perform renewal reviews...

  • Jail MAT Services- Case Manager

    1 week ago

    Grand Rapids, United States Family Outreach Center, Inc. Full time

    Job DescriptionJob DescriptionWe are seeking a hard working and motivated candidate to work with incarcerated individuals with an Opioid and/or Stimulant Use Disorder at the Kent County Correctional Facility. The ideal candidate will have a bachelor’s degree with 3 years’ experience or a master’s degree with one year working with the targeted...

  • Revenue Cycle Fin Rep

    1 week ago

    Cedar Rapids, United States Longwood University Full time

    . This may cause Handshake to work improperly. **Description** Become part of an inclusive organization with over 30,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve. Summary: Seeking bilingual Spanish/English Call Center Representatives. Responsible for performing a variety of complex...

  • Administrative/ Clerical

    1 week ago

    Grand Rapids, United States J & J BAIL BONDS AGENCY INC Full time

    Job DescriptionJob DescriptionJob Category:Administrative / Clerical Assist office in clerical work and administrative functions by performing a wide variety of duties which may require independent review, writing, scheduling, supply management, calculation and analysis of information. Contributes to team effort by accomplishing related tasks as needed. ·...