Bilingual Call Center Representative

4 months ago


Grand Rapids, United States Xtend Inc Full time
POSITION SUMMARY

The Member Services Representative (MSR) provides day-to-day support for credit union members/callers via inbound and outbound services. 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, and forward unauthorized requests back to the credit union using tracker codes.
  2. Consistently verify each caller's identity according to the ROE and develop efficient navigation skills through credit union websites and the ROE.
  3. Respond to web chats, emails, IMs, and inbound calls promptly; document calls and tracker entries; transfer calls back to credit unions.
  4. Educate credit union members on various items pertaining to their account(s), debit and credit card(s), functionality and resolving issues.
  5. Become comfortable with inbound member service, outbound member service, and completing call backs.
  6. Maintain a general understanding of standard credit union operations and terminology to support the CU*BASE credit union software's loan application processing, the web chat support, and to provide daily support of electronic Bill Pay Systems.
  7. Monitor all voicemails and emails to ensure member/client requests are processed in a timely and efficient manner.
  8. Specialize in CU*BASE credit union operating software and online banking applications, including mobile applications, online forms, and other tools.
JOB QUALIFICATIONS
  1. Must have a high school diploma or equivalent or be actively working towards either.
  2. Ability to use discretion when dealing with sensitive or confidential data is required.
  3. Attention-to-detail and accuracy while consistently meeting deadlines.
  4. Ability to maintain a positive and professional attitude.
  5. Strong written and verbal communication skills.
  6. A minimum of 1 year of customer service experience is preferred.
  7. Proficiency in Microsoft Office (Word, Outlook, Excel) is preferred.


WORK ENVIRONMENT AND 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.

Communication and Contact: The employee communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the company.

Relationships with Others: The employee works effectively and relates well with others including superiors, colleagues, and individuals inside and outside the company. The employee exhibits a professional manner in dealing with others and works to maintain constructive working relationships.

Physical Demands: While performing the duties of this position, the employee is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone. The employee must be able to see within normal vision range. The individual must have manual dexterity to operate a keyboard and mouse.

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.

  • Grand Rapids, Michigan, United States Xtend Full time

    Job Title: Bilingual Call Center RepresentativeXtend is seeking a highly skilled and customer-focused Bilingual Call Center Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional support to our credit union members via inbound and outbound services.Key Responsibilities:Answer and/or...


  • Grand Rapids, MI , USA, United States Xtend Inc Full time

    Job SummaryXtend Inc is seeking a highly skilled Bilingual Call Center Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional support to our credit union members via inbound and outbound services.Key ResponsibilitiesAnswer and/or triage inbound calls from credit union members in a...


  • Grand Rapids, Michigan, United States Xtend Inc Full time

    Job Title:Bilingual Call Center RepresentativeJob Summary:Xtend Inc is seeking a highly skilled Bilingual Call Center Representative to provide exceptional customer service to credit union members. The ideal candidate will possess excellent communication skills, both written and verbal, and be able to work in a fast-paced environment.Key...


  • Grand Rapids, Michigan, United States TEKsystems Full time

    About the RoleWe are seeking a highly motivated and customer-focused Call Center Representative to join our team at TEKsystems. As a Call Center Representative, you will be responsible for providing exceptional customer service to clients across the State of Michigan.Key ResponsibilitiesAnswer inbound calls and respond to customer inquiries in a timely and...


  • Grand Rapids, Michigan, United States Peckham Full time

    Job SummaryThe Bilingual Contact Center Supervisor is a leadership role that oversees a team of customer service representatives. The successful candidate will provide guidance, coaching, and training to ensure excellent customer service and team performance.Main ResponsibilitiesLead a team of customer service representatives and provide guidance on Peckham...


  • Grand Rapids, United States CU*Answers Full time

    The Lender - VP Conversion Call Center provides phone support to credit union members during their core conversion. As part of the call center, the Contact Center Specialist will receive inbound calls from members to assist with basic needs such as b Specialist, Bilingual, Customer Service, VP, Support, Education


  • Grand Rapids, Michigan, United States Versiti Inc. Full time

    Job Title: Outbound Call Center Hybrid 2nd Shift Full TimeAt Versiti Inc., we are passionate about improving the lives of patients and helping our healthcare partners thrive. We are seeking a highly motivated and customer-focused individual to join our team as an Outbound Call Center Hybrid 2nd Shift Full Time representative.Job Summary:This entry-level...


  • Grand Rapids, Michigan, United States Versiti Inc. Full time

    Job SummaryVersiti Inc. is seeking a highly motivated and customer-focused individual to join our team as an Outbound Call Center Representative. In this role, you will be responsible for recruiting current and past donors by creating an exceptional donor experience through assigned outbound/inbound call activity.Key ResponsibilitiesAdhere to work schedule...


  • Grand Rapids, United States Davenport University Full time

    Call Center Specialist STATUS:Part-time, Non-Exempt {{1 - - - - - - - - - - - - - - - - -}} DEPARTMENT:Admissions - Call Center LOCATION:Grand Rapids - W.A. Lettinga Campus REPORTS TO:Manager - Call Center SUMMARY: As a member of the Call Center team, a Call Center Specialist is responsible for receiving all incoming phone calls to the university,...


  • Grand Rapids, Michigan, United States Peckham Full time

    Job SummaryThe Bilingual Contact Center Supervisor is responsible for leading a team of customer service representatives who handle inbound calls. This position requires strong leadership and communication skills, as well as the ability to coach and train team members.Main ResponsibilitiesLead a team of 10+ agents and provide guidance on Peckham policies and...


  • Grand Rapids, United States Xtend Full time

    POSITION SUMMARYThe Member Services Representative (MSR) provides day-to-day support for credit union members/callers via inbound and outbound services. 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,...


  • Grand Rapids, Michigan, United States Versiti Inc. Full time

    Job SummaryThis entry-level role is responsible for creating an exceptional donor experience through assigned outbound call activity for any of our sites as well as other phone-related tasks. The successful candidate will be accountable for individual metrics as well as meeting monthly team collection goals.Key Responsibilities• Adhere to work schedule and...


  • Grand Rapids, United States CU*Answers Full time

    Description POSITION SUMMARY The Lender*VP Conversion Call Center provides phone support to credit union members during their core conversion. As part of the call center, the Contact Center Specialist will receive inbound calls from members to assist with basic needs such as balance inquiries, online banking login assistance, etc. They will work with...


  • Grand Rapids, United States Davenport University Full time

    TITLE OF POSITION: Call Center Admissions Specialist PAY CLASSIFICATION: H2101-Non-Exempt Administrative II STATUS: Part-time, Non-exempt DEPARTMENT: Admissions – Call Center REPORTS TO: Manager – Call Center SUMMARY: This role is responsible for working cooperatively with Admissions Representatives to generate the enrollment of new students by marketing...


  • Grand Rapids, United States Davenport University Full time

    TITLE OF POSITION:Call Center Admissions Specialist PAY CLASSIFICATION:H2101-Non-Exempt Administrative II STATUS:Part-time, Non-exempt DEPARTMENT:Admissions - Call Center LOCATION:Grand Rapids - W.A. Lettinga Campus REPORTS TO:Manager - Call Center SUMMARY: This role is responsible for working cooperatively with Admissions Representatives to generate the...


  • Grand Rapids, Michigan, United States AO Globe Life Full time

    Job DescriptionWe are seeking a highly motivated and customer-focused individual to join our call center team as a full-time representative. As a key member of our team, you will be responsible for providing exceptional customer service to our clients, answering their questions, and resolving their issues in a timely and professional manner. Key...


  • Grand Rapids, United States Trinity Health Full time

    Employment Type: Full timeShift: Day Shift Description: Healthcare is an industry that relies on seamless access. A Call Center Operator (CCO) may be the first line of communication for Trinity Health's consumers and patients. Working in a call center environment, Call Center Operators (CCO) take inbound calls as well as initiate outbound calls, offering...


  • Grand Rapids, United States Davenport University Full time

    Responsible for scheduling and coordinating appointments and makes calendar changes for the Advising teams at all campuses. Exhibits flexibility, sensitivity, and respect, maintaining a working relationship with all team members. Answers and disposes Call Center Specialist, Call Center, Specialist, Technology, Education, Skills


  • Grand Junction, Colorado, United States LoanMax Title Loans Full time

    Job Title: Bilingual Customer Service RepresentativeJoin LoanMax Title Loans, a leading provider of title loans, as a Bilingual Customer Service Representative. In this role, you will provide exceptional customer service to our clients, ensuring their needs are met and exceeded.About the Role:Provide superior customer service to clients via phone, email, and...

  • Call Center Agent

    5 months 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...