Client Support Specialist

2 weeks ago

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

POSITION SUMMARY

The Client Support Specialist (CSS) delivers daily assistance to credit union members and callers through both inbound and outbound communication channels. This role necessitates meticulous documentation when relaying requests to the credit union via account tracking or email, ensuring prompt action. The CSS serves as an extension of our credit union partners, delivering outstanding client service while fostering a seamless partnership with our credit union associates.


KEY RESPONSIBILITIES

  1. Manage and/or prioritize incoming calls (mainly from credit union members) for swift resolution, ensuring exceptional client service in alignment with the established Rules of Engagement (ROE) for each credit union, and redirect unauthorized requests back to the credit union using 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 incoming calls promptly; document calls and tracking 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. Oversee all voicemails and emails to ensure member/client requests are addressed 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 relevant tools.

QUALIFICATIONS

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

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS

Xtend operates within a professional office environment. Some job responsibilities at Xtend are primarily conducted within office settings, while others may involve moderate to extensive travel as outlined in the Job Functions and/or Job Qualifications sections above. Xtend is dedicated to collaborating with its employees to reasonably accommodate them concerning 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 possess normal vision capabilities. Manual dexterity is required to operate a keyboard and mouse.


NOTICE

This job description is intended to serve as a guideline to provide the employee with an understanding of the role as defined by Xtend. It is not intended to be construed as a contract for employment. Xtend makes no guarantees regarding permanent employment.

Xtend is committed to making reasonable accommodations for qualified applicants with known physical or mental disabilities unless doing so would cause undue hardship. Individuals with disabilities who require accommodation to perform their job or the job for which they have applied must notify Xtend in writing of their need for reasonable accommodation within a specified timeframe. Xtend will make all reasonable accommodations unless doing so would pose an undue hardship.

Xtend is an Equal Opportunity Employer.

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