Client Support Specialist

2 weeks ago


Grand Rapids, Michigan, United States Xtend Full time
Exciting Opportunity as a Member Services Agent at Xtend

POSITION SUMMARY

The Member Services Agent Level 1 is essential in delivering outstanding assistance to credit union members through multiple communication channels. Reporting to the Call Center Team Leads, this role involves efficiently managing inquiries and fostering strong customer relationships.

As a Level 2 Member Services Agent, you will become the primary resource in a designated area within the department. In addition to the responsibilities of a Level 1 Agent, you will evaluate alerts and system updates, ensuring seamless operations in the contact center. Direct interaction with clients is a significant aspect of this position, encompassing service implementation and ongoing support.

ESSENTIAL JOB FUNCTIONS LEVEL 1

  • Provide inbound and outbound member assistance
  • Gain familiarity with credit union operations and terminology
  • Navigate credit union websites proficiently
  • Maintain a typing speed of at least 30 words per minute
  • Support Web Chat and electronic Bill Pay Systems on a daily basis
  • Monitor Voice and Email Mailboxes for prompt request processing
  • Specialize in CU*BASE and It'sMe247 applications
  • Perform other duties as assigned

ESSENTIAL JOB FUNCTIONS LEVEL 2

  • Retain Level 1 responsibilities and assist with complex inquiries
  • Support Web Chat, Bill Pay Systems, and Hot Cards
  • Certify as a trainer and coordinate training sessions
  • Develop foundational knowledge of CU*BASE query programs
  • Review alerts and system updates
  • Perform other duties as assigned

JOB QUALIFICATIONS

  • Advanced understanding of Credit Union Operations and Call Center Processes
  • Exhibit leadership qualities
  • Proficient in professional interactions with management and clients
  • Ability to train staff and clients on software applications
  • Maintain confidentiality and attention to detail
  • Meet or exceed Level 1 & 2 Specialist requirements

WORK ENVIRONMENT & PHYSICAL ACTIVITIES

Experience Xtend's professional office environment, with potential travel requirements. Xtend is committed to accommodating employees in various job roles.

NOTICE

This job description serves as a guideline, outlining Xtend's position requirements and commitment to employee accommodation. Xtend values Equal Opportunity Employment and aims to support applicants with disabilities.



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