Bilingual Customer Support Specialist
2 weeks ago
Full-time
POSITION SUMMARY
The Bilingual Customer Support Specialist provides essential assistance to credit union members through both inbound and outbound communication channels. This role is focused on delivering efficient service while ensuring that all member requests are addressed promptly.
It is crucial for the specialist to document all interactions meticulously when relaying requests to the credit union, ensuring timely follow-up through appropriate channels.
The specialists serve as an extension of our credit union partners, offering outstanding client service and fostering a strong relationship with these partners.
ESSENTIAL JOB FUNCTIONS
- Manage and prioritize incoming calls from credit union members, ensuring timely and effective resolutions while adhering to established service protocols.
- Verify the identity of each caller to maintain security and confidentiality, utilizing efficient navigation skills across credit union platforms.
- Provide educational support to members regarding their accounts, card functionalities, and issue resolution.
- Demonstrate proficiency in both inbound and outbound member service, including follow-up calls as necessary.
- Gain a comprehensive understanding of standard credit union operations and terminology.
- Acquire knowledge of CU*BASE Loan Application Processing.
- Offer daily support for Web Chat services related to credit union and third-party accounts.
- Assist with electronic Bill Pay Systems as required.
- Oversee all voice and email communications to ensure member requests are handled appropriately.
- Specialize in CU*BASE and It'sMe247 applications, including mobile and online tools.
JOB QUALIFICATIONS
- High school diploma or equivalent is required; candidates actively pursuing this qualification are also encouraged to apply.
- Ability to handle sensitive information with discretion is essential.
- Strong attention to detail and accuracy while consistently meeting deadlines.
- Maintain a positive and professional demeanor at all times.
- Excellent written and verbal communication skills are necessary.
- A minimum of one year of experience in customer service is preferred.
- Proficiency in Microsoft Office Suite (Word, Outlook, Excel) is preferred.
WORK ENVIRONMENT & PHYSICAL ACTIVITIES
Xtend operates in a professional office environment.
Some responsibilities may require working primarily in an office setting, while others may involve moderate to extensive travel as outlined in the job functions and qualifications.
Xtend is dedicated to accommodating employees' physical needs in relation to their roles.NOTICE
This job description serves as a guideline to provide an understanding of the role and is not intended to constitute a contract of employment. Xtend does not guarantee permanent employment.
Reasonable accommodations will be made for qualified applicants with known physical or mental disabilities unless it poses an undue hardship.
Individuals requiring accommodations must notify Xtend in writing within a reasonable timeframe.
SALARY DESCRIPTION
$14-$16/hr
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