Client Support Specialist
1 week ago
POSITION SUMMARY
The Member Relations Agent Level 1 is vital 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 member relationships.
As a Level 2 Member Relations Agent, you will become the primary resource in a specific domain within the department. In addition to the duties of a Level 1 Agent, you will evaluate alerts and system updates, ensuring seamless operations in the contact center. Direct member interaction is a significant component of this position, from service initiation to continuous support.
ESSENTIAL JOB FUNCTIONS LEVEL 1
- Facilitate inbound and outbound member interactions
- Gain understanding of credit union operations and terminology
- Navigate credit union websites with proficiency
- Maintain a typing speed of at least 30 words per minute
- Support Web Chat and electronic Bill Payment Systems on a daily basis
- Monitor Voice and Email Mailboxes for prompt request handling
- Specialize in CU*BASE and It'sMe247 applications
- Perform other duties as assigned
ESSENTIAL JOB FUNCTIONS LEVEL 2
- Uphold Level 1 responsibilities and assist with complex inquiries
- Support Web Chat, Bill Payment 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 criteria
WORK ENVIRONMENT & PHYSICAL ACTIVITIES
Experience Xtend's professional office environment, with potential travel requirements. Xtend is committed to accommodating employees across various job functions.
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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