Bilingual Call Center Representative

14 hours ago

Grand Rapids, Michigan, United States Xtend Full time
Job Title: Bilingual Call Center Representative

Xtend is seeking a highly skilled and customer-focused Bilingual Call Center Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional support to our credit union members via inbound and outbound services.

Key Responsibilities:
  • Answer and/or triage inbound calls for timely resolution, provide exceptional client service, and forward unauthorized requests back to the credit union using tracker codes.
  • Consistently verify each caller's identity and develop efficient navigation skills through credit union websites and the Rules of Engagement (ROE).
  • Respond to web chats, emails, IMs, and inbound calls promptly; document calls and tracker entries; transfer calls back to credit unions.
  • Educate credit union members on various items pertaining to their account(s), debit and credit card(s), functionality, and resolving issues.
  • 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 daily support of electronic Bill Pay Systems.
  • Monitor all voicemails and emails to ensure member/client requests are processed in a timely and efficient manner.
  • Specialize in CU*BASE credit union operating software and online banking applications, including mobile applications, online forms, and other tools.
Requirements:
  • High school diploma or equivalent or actively working towards either.
  • Ability to use discretion when dealing with sensitive or confidential data.
  • Attention-to-detail and accuracy while consistently meeting deadlines.
  • Ability to maintain a positive and professional attitude.
  • 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 and Physical Activities:

Xtend operates in a professional office building setting. Some job assignments at Xtend are primarily conducted within the office building(s) while others have moderate to extensive travel responsibilities. Xtend is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.

Communication and Contact: The employee communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the company.

Relationships with Others: The employee works effectively and relates well with others including superiors, colleagues, and individuals inside and outside the company. The employee exhibits a professional manner in dealing with others and works 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 be able to see within normal vision range. The individual must have manual dexterity to operate a keyboard and mouse.

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

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