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Bilingual Customer Support Specialist
2 months ago
POSITION SUMMARY
The Bilingual Customer Support Specialist (CSS) offers daily assistance to credit union members and callers through both inbound and outbound services.
Tasks that can be managed by a CSS will be executed in the most effective manner possible.This role necessitates taking comprehensive, detailed notes when relaying a request to a credit union via account tracker or email promptly.
The CSSs serve as an extension of our credit union partners, delivering outstanding client service while upholding a seamless relationship with our credit union associates.
ESSENTIAL JOB FUNCTIONS
Handle and/or prioritize incoming calls (mainly from credit union members) for timely resolution; provide exceptional client service in alignment with the Rules of Engagement (ROE) for each credit union; return unauthorized requests to the credit union, utilizing tracker codes as necessary.
Consistently verify each caller's identity according to the ROE for security reasons; cultivate efficient navigation skills through credit union websites and the ROE.
Educate credit union members on various aspects related to their account(s), card(s), functionality, and issue resolution.Become proficient in inbound member service, outbound member service, and completing callbacks when required.
Acquire knowledge of standard credit union operations and terminology.
Gain expertise in CU*BASE Loan Application Processing.
Develop the ability to provide daily Web Chat support for credit union and third-party accounts.
Acquire knowledge to offer daily assistance to electronic Bill Pay Systems as necessary.
Oversee all voice and email mailboxes to ensure member/client requests are processed correctly.
Specialize in CU*BASE and It'sMe247 applications, including mobile app, online forms, and other tools outside of the Phone Operator tool.
JOB QUALIFICATIONS
Must possess a high school diploma or equivalent or be actively pursuing either.
Ability to exercise discretion when handling sensitive or confidential information is essential.
Attention to detail and accuracy while consistently meeting deadlines.
Capability to maintain a positive and professional demeanor.
Strong written and verbal communication skills.
A minimum of 1 year of customer service experience is preferred.
Proficiency in Microsoft Office (Word, Outlook, Excel) is preferred.
WORK ENVIRONMENT & PHYSICAL ACTIVITIES
Xtend operates in a professional office environment.
Some job assignments at Xtend are primarily conducted within the office setting while others may involve moderate to extensive travel responsibilities as described in the Job Functions and/or Job Qualifications sections above.
Xtend is dedicated to collaborating 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 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 what Xtend has defined this position to be.
Xtend will make reasonable accommodations for the known physical or mental disabilities of qualified applicants unless doing so would cause an undue hardship.
Individuals with disabilities 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 will then make all reasonable accommodations unless doing so would pose an undue hardship.Xtend is committed to accommodating disabilities to the extent a financial service organization can without impacting financial control or member service.
Xtend is an Equal Opportunity Employer.#J-18808-Ljbffr
