Client Support Specialist

2 months ago

Grand Rapids, Michigan, United States Xtend Inc Full time
POSITION OVERVIEW

The Member Services Associate Level 1 is tasked with delivering daily assistance to credit union members and callers through both inbound and outbound communication channels. This role requires meticulous documentation when escalating requests to the credit union, whether via account tracking systems or email. Requests that can be addressed by a Level 1 representative will be managed in the most effective manner possible. The Level 1 specialist will showcase the capability to provide exceptional customer service while fostering a seamless relationship with credit unions. This position reports to the Call Center Team Leads.

A Level 2 Member Services Associate will be designated an area of expertise to serve as the primary knowledge resource for the department. This role involves reviewing alerts and updates from CU*Base to assess their implications for the contact center in relation to their specialized area. They are also expected to uphold all essential responsibilities of the Level 1 Agent. The Level 2 Specialist will demonstrate the willingness and ability to engage directly with clients during service implementation and for ongoing support. This position reports directly to the Call Center Team Leads.

KEY RESPONSIBILITIES LEVEL 1
  1. Become proficient in handling inbound member inquiries, outbound member outreach, and performing necessary follow-up calls.
  2. Acquire knowledge of standard credit union operations and terminology.
  3. Develop efficient navigation skills through credit union websites and the ROE.
  4. Maintain a typing speed of at least 30 words per minute.
  5. Gain understanding of CU*BASE Loan Application Processing.
  6. Provide daily support for Web Chat services for both credit union and third-party accounts.
  7. Offer daily assistance with electronic Bill Pay Systems as required.
  8. Oversee all Voice and Email Mailboxes to ensure member/client requests are handled appropriately.
  9. Specialize in CU*BASE and It'sMe247 applications, including mobile app, online forms, and tools beyond the phone operator.
  10. Perform other duties as assigned.
KEY RESPONSIBILITIES LEVEL 2
  1. Maintain all essential job functions of both Level 1 and Level 2 Agents.
  2. Assist Level 1 and Level 2 Agents in resolving calls that require advanced knowledge.
  3. Deepen understanding of CU*BASE Loan Application Processing.
  4. Provide daily support for Web Chat services for both credit union and third-party accounts.
  5. Assist with electronic Bill Pay Systems as needed.
  6. Monitor all Voice and Email Mailboxes to ensure member/client requests are processed effectively.
  7. Certify as a trainer, onboarding new agents and organizing training for key functions as defined by management.
  8. Conduct classes related to the contact center training program as outlined by management.
  9. Specialize in CU*BASE and It'sMe247 applications, including mobile app, online forms, and tools beyond the phone operator features.
  10. Support agents with Hot Cards and general call assistance.
  11. Develop foundational knowledge of CU*BASE query programs.
  12. Organize training for key functions as defined by management.
  13. Review alerts and CU*Base updates; inform supervisors of any changes related to their area of expertise.
  14. Perform other duties as assigned.
QUALIFICATIONS
  1. Advanced knowledge of Credit Union Operations, Regulations, Procedures, and demonstrates a vested interest in the success of these partners.
  2. Meet or exceed the requirements and Job Specifications of a Level 1 & 2 Specialist.
  3. Exhibit clear leadership within the organization.
  4. Demonstrate professionalism and the ability to interact with key management staff and clients both on the phone and in person.
  5. Show advanced knowledge of key functions of CU*BASE Software, Microsoft Programs, and other essential programs related to this position, along with the ability to train staff and clients through phone, web conference, and in person.
  6. Ability to exercise discretion when handling sensitive or confidential information.
  7. Demonstrate attention to detail and meet deadlines.
WORK ENVIRONMENT & PHYSICAL ACTIVITIES

Xtend operates in a professional office environment. Some job responsibilities at Xtend are primarily conducted within the office setting, 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.

NOTICE

This job description is not intended to be, nor should 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 a reasonable timeframe after the date they became aware that an accommodation was needed. Xtend will thereafter make all reasonable accommodations unless doing so would pose an undue hardship.

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

  • Client Support Specialist

    2 months ago

    Grand Rapids, Michigan, United States Xtend Full time

    Exciting Opportunity as a Member Services Associate at XtendPOSITION SUMMARYThe Member Services Associate Level 1 is essential in delivering outstanding assistance to credit union members across multiple communication channels. Reporting to the Call Center Team Leads, this role focuses on efficiently managing inquiries while fostering robust customer...

  • Client Service Specialist

    4 weeks ago

    Grand Rapids, Michigan, United States Old National Bank Full time

    Job Title: Client Service SpecialistWe are seeking a highly skilled Client Service Specialist to join our Wealth Management team at Old National Bank. As a key member of our team, you will provide exceptional administrative and sales support to our High Net Worth (HNW) Wealth Advisors.Key Responsibilities:Provide high-level organizational and administrative...

  • Support Specialist

    2 weeks ago

    Grand Rapids, Michigan, United States The Salvation Army Central Territory Full time

    Job Title: Support SpecialistAt The Salvation Army Central Territory, we are seeking a highly motivated and compassionate Support Specialist to join our team. As a key member of our residential program, you will play a vital role in maintaining a safe and supportive environment for our clients.Key Responsibilities:Provide exceptional support to clients,...

  • Client Relationship Specialist

    3 days ago

    Grand Rapids, Michigan, United States Charles Schwab Full time

    Unlock Your PotentialAt Charles Schwab, we're committed to empowering our employees' personal and professional success. As a Client Relationship Specialist, you'll play a critical role in delivering an unparalleled client experience. You'll work closely with your Client Relationship Manager and Branch Manager to achieve operational success and contribute to...

  • Case Support Specialist

    3 days ago

    Grand Rapids, Michigan, United States Bethany Full time

    Job SummaryThe Case Support Specialist is a vital role at Bethany, where we strengthen and preserve families, support displaced people, and find safe, loving families for children who need them. As a Case Support Specialist, you will assist Case Managers with documentation, client contact, and foster parent contact processes. This position requires strong...

  • Peer Support Specialist

    1 month ago

    Grand Rapids, Michigan, United States Arbor Circle Corporation Full time

    Job OverviewArbor Circle Corporation is seeking a dedicated and compassionate Peer Support Specialist to join our team. As a Peer Support Specialist, you will play a vital role in facilitating recovery and wellness for individuals in correctional facilities.Key Responsibilities:Provide client-centered services that promote recovery and wellnessDeliver case...

  • Recovery Support Specialist

    2 weeks ago

    Grand Rapids, Michigan, United States The Salvation Army USA Central Territory Full time

    Job Summary:As a Support Specialist with The Salvation Army USA Central Territory, you will play a vital role in maintaining a safe and supportive environment for clients, staff, and visitors. Your primary responsibility will be to observe and report any situations that may be detrimental to the well-being of our clients. You will also be responsible for...

  • IT Support Specialist

    4 weeks ago

    Grand Rapids, Michigan, United States TEKsystems Full time

    About the RoleWe are seeking a skilled IT Support Specialist to join our team at TEKsystems. As a key member of our Desktop Support team, you will be responsible for providing top-notch technical support to our clients.Key ResponsibilitiesDiagnose and resolve software and hardware incidents, including operating systems and software applicationsSwap out...

  • Behavior Specialist

    2 days ago

    Grand Rapids, Michigan, United States TRAC Therapy Research Autism Center Full time

    We are seeking a highly motivated and compassionate Behavior Specialist to join our team at TRAC Therapy Research Autism Center. As a Behavior Specialist, you will play a vital role in providing support and guidance to individuals with Autism Spectrum Disorder (ASD) and Brain Trauma Injuries (TBI).About Our TeamAt TRAC Therapy Research Autism Center, we are...

  • Caregiver Support Specialist

    1 week ago

    Grand Rapids, Michigan, United States CAREWATCH OF MICHIGAN HOME CARE Full time

    Job SummaryAs a Caregiver Support Specialist with CAREWATCH OF MICHIGAN HOME CARE, you will provide essential support to individuals in Grand Rapids, MI. Your role will involve assisting clients with daily living activities, providing companionship and emotional support, and helping manage medications and ensure a safe environment.Key ResponsibilitiesAssist...

  • Client Support Specialist

    2 months ago

    Grand Rapids, Michigan, United States Domino's Pizza LLC Full time

    Join Our Team at Domino's Pizza LLC At Domino's Pizza LLC, we are committed to our employees by providing competitive compensation, comprehensive benefits, and fostering a supportive work atmosphere that emphasizes growth and enjoyment. As a member of our team, you will have the opportunity to develop your skills in creating exceptional pizzas. We take pride...

  • IT Support Specialist

    4 weeks ago

    Grand Rapids, Michigan, United States Intelligen Full time

    Job OverviewWe are seeking a highly skilled and experienced IT Support Specialist to join our team at Intelligen. As a key member of our support team, you will be responsible for providing top-notch technical assistance to our clients, ensuring their IT systems are running smoothly and efficiently.Key Responsibilities:Provide remote help desk support for...

  • Caregiver Support Specialist

    2 weeks ago

    Grand Rapids, Michigan, United States CAREWATCH OF MICHIGAN HOME CARE Full time

    Job OverviewWe are seeking a compassionate and dedicated Caregiver Support Specialist to provide exceptional care to seniors and individuals with disabilities in East Grand Rapids, MI.Key ResponsibilitiesAssist clients with personal care, including hygiene, dressing, and grooming.Support daily activities such as meal preparation, medication reminders, and...

  • IT Support Specialist

    2 weeks ago

    Grand Rapids, Michigan, United States TEKsystems co Allegis Group Full time

    About the RoleWe are seeking a skilled IT Support Specialist to join our team at TEKsystems c/o Allegis Group. As a Help Desk Support Technician, you will be responsible for providing technical support to our clients and ensuring that their IT needs are met.Key ResponsibilitiesProvide technical support to clients via phone, email, and self-service...

  • IT Support Specialist

    4 weeks ago

    Grand Rapids, Michigan, United States Meijer Full time

    Job SummaryWe are seeking a highly skilled and customer-focused IT Support Specialist to join our team at Meijer. As a key member of our Support Center, you will provide top-notch technical support to our customers, utilizing your expertise in multi-platform environments and excellent communication skills.Key ResponsibilitiesProvide timely and effective...

  • Client Service Specialist

    1 week ago

    Grand Rapids, Michigan, United States Park State Bank Full time

    Job SummaryThe Client Service Specialist is a critical role at Park State Bank, responsible for delivering exceptional customer service and support to our clients. This position requires a strong understanding of banking products and services, as well as excellent communication and interpersonal skills.Key ResponsibilitiesClient Service: Provide personalized...

  • Certified Peer Support Specialist

    2 weeks ago

    Grand Rapids, Michigan, United States Hope Network Full time

    Join Our Team at Hope NetworkCertified Peer Support SpecialistWe are dedicated to helping individuals overcome challenges and achieve their goals. As a Certified Peer Support Specialist at Hope Network, you will play a vital role in creating comebacks and making a meaningful difference in the lives of our clients.Our team is passionate about providing...

  • Recovery Support Specialist

    1 week ago

    Grand Rapids, Michigan, United States The Salvation Army Central Territory Full time

    Job Summary:As a Recovery Support Specialist with The Salvation Army Central Territory, you will play a vital role in maintaining a safe and orderly recovery environment for clients, staff, visitors, and guests. Your primary duties will include observing people, places, and events, and reporting or correcting situations detrimental to the status quo.Key...

  • Sales Operations Support Specialist

    1 week ago

    Grand Rapids, Michigan, United States Applied Innovation Full time

    Job OverviewApplied Innovation is seeking a highly motivated and detail-oriented Sales Operations Support Specialist to join our team. The ideal candidate will possess excellent organizational and communication skills, with a strong ability to work collaboratively with sales teams.Key ResponsibilitiesProvide sales order support and manage...

  • Client Services Coordinator

    4 weeks ago

    Grand Rapids, Michigan, United States 28 Technologies LLC Full time

    Client Services SpecialistWe are seeking a highly skilled and detail-oriented Client Services Specialist to join our team at 28 Technologies LLC. As a key member of our team, you will be responsible for ensuring seamless communication and data exchange between our firm and clients.Key Responsibilities:Monitor and resolve reporting issues between the Firm and...