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Bilingual Customer Support Specialist

2 months ago

Grand Rapids, Michigan, United States Xtend Inc Full time
Job Type

Full-time

Position Overview

The Bilingual Customer Support Specialist provides essential assistance to credit union members through both inbound and outbound communication channels. This role is focused on delivering high-quality service while efficiently managing requests.

Key Responsibilities
  • Handle and prioritize incoming calls from credit union members, ensuring timely and effective resolutions while adhering to established service protocols.
  • Verify caller identities to maintain security standards and navigate credit union platforms proficiently.
  • Inform members about their accounts, services, and resolve any inquiries they may have.
  • Engage in both inbound and outbound service interactions, including follow-up calls as necessary.
  • Gain familiarity with standard credit union operations and terminology.
  • Acquire knowledge of CU*BASE Loan Application Processing.
  • Provide support for daily Web Chat services for credit union and third-party accounts.
  • Assist with electronic Bill Pay Systems as required.
  • Monitor all communication channels to ensure member requests are addressed appropriately.
  • Specialize in CU*BASE and It'sMe247 applications, including mobile and online tools.

Qualifications
  • High school diploma or equivalent is required; actively pursuing education is acceptable.
  • Ability to handle sensitive information with discretion is essential.
  • Strong attention to detail and accuracy in meeting deadlines.
  • Maintain a positive and professional demeanor at all times.
  • Excellent written and verbal communication skills are necessary.
  • At least one year of experience in customer service is preferred.
  • Proficiency in Microsoft Office Suite (Word, Outlook, Excel) is advantageous.

Work Environment

The position is based in a professional office setting. Some roles may involve moderate to extensive travel as outlined in the responsibilities.

Notice

This job description serves as a guideline to provide an understanding of the role. Xtend Inc is committed to making reasonable accommodations for qualified applicants with known disabilities, ensuring a supportive work environment for all employees.