Client Support Specialist

1 week ago

Grand Rapids, Michigan, United States Xtend Full time
Job Overview

POSITION SUMMARY

The Client Support Specialist (CSS) is responsible for providing daily assistance to credit union members and callers through both inbound and outbound communication channels. This role necessitates meticulous note-taking when relaying requests to a credit union via account tracking systems or email promptly. The CSS serves as an extension of our credit union partners, delivering outstanding client service while fostering a seamless connection with our credit union partners.


KEY RESPONSIBILITIES

  1. Handle and prioritize incoming calls (primarily from credit union members) for timely resolution, ensuring exceptional client service in line with the established Rules of Engagement (ROE) for each credit union, and redirect unauthorized requests back to the credit union using appropriate tracking codes.
  2. Consistently verify each caller's identity in accordance with the ROE and develop proficient navigation skills through credit union websites and the ROE.
  3. Respond to web chats, emails, instant messages, and inbound calls promptly; document calls and tracker entries; transfer calls back to credit unions as necessary.
  4. Educate credit union members on various aspects related to their accounts, debit and credit cards, functionalities, and issue resolution.
  5. Become adept at handling inbound member service, outbound member service, and completing follow-up calls.
  6. Maintain a general understanding of standard credit union operations and terminology to support the CU*BASE credit union software's loan application processing, web chat support, and provide daily assistance with electronic Bill Pay Systems.
  7. Monitor all voicemails and emails to ensure member/client requests are processed efficiently and in a timely manner.
  8. Specialize in CU*BASE credit union operating software and online banking applications, including mobile applications, online forms, and other relevant tools.

QUALIFICATIONS

  1. High school diploma or equivalent is required, or actively pursuing either.
  2. Ability to exercise discretion when handling sensitive or confidential information is essential.
  3. Attention to detail and accuracy while consistently meeting deadlines.
  4. Ability to maintain a positive and professional demeanor.
  5. Strong written and verbal communication skills are necessary.
  6. A minimum of 1 year of experience in customer service is preferred.
  7. Proficiency in Microsoft Office Suite (Word, Outlook, Excel) is preferred.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS

Xtend operates in a professional office environment. Some job responsibilities at Xtend are primarily conducted within office settings, while others may involve moderate to extensive travel as described in the Job Functions and/or Job Qualifications sections above. Xtend is committed to collaborating with its employees to reasonably accommodate them with the physical aspects of the position.

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

Interpersonal Relationships: The employee works effectively and relates well with others, including superiors, colleagues, and individuals inside and outside the organization. The employee demonstrates a professional demeanor in interactions and strives 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 have normal vision range and manual dexterity to operate a keyboard and mouse.


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 serves as a guideline to provide the employee with an understanding of the expectations for this position.

Xtend will make reasonable accommodations for known physical or mental disabilities of qualified applicants unless doing so would cause undue hardship. Individuals with disabilities who feel accommodations are 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 they knew or reasonably should have known that an accommodation was needed. Xtend will then make all reasonable accommodations unless doing so would pose an undue hardship.

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

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