Member Service Representative

4 weeks ago


Grand Rapids MI USA, United States Xtend Inc Full time

Job Summary

The Member Service Representative will provide exceptional customer service to credit union members via inbound and outbound services. This role requires a high level of discretion when handling sensitive or confidential data.

Key Responsibilities

  • Answer and/or triage inbound calls for timely resolution, providing exceptional client service in accordance with the Rules of Engagement (ROE) for each credit union.
  • Verify each caller's identity according to the ROE for security purposes and develop efficient navigation skills through credit union websites and the ROE.
  • Educate credit union members on various items pertaining to their account(s), card(s), functionality, and resolving issues.
  • Develop knowledge of standard credit union operations and credit union terms.
  • Provide daily Web Chat support for credit union and third-party accounts.
  • Monitor all voice and email mailboxes to ensure member/client requests are processed appropriately.

Requirements

  • High school diploma or equivalent required.
  • Ability to use discretion when dealing with sensitive or confidential data.
  • Attention-to-detail and accuracy while consistently meeting deadlines.
  • Strong written and verbal communication skills.
  • Minimum of 1 year of customer service experience preferred.


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