Bilingual Member Service Representative

Xtend, Inc•Grand Rapids, MI

19d

About The Position

The Member Services Representative (MSR) provides day-to-day support for credit union members/callers via inbound & outbound services. Requests able to be handled by an MSR will be done in the most efficient manner possible. This position requires taking complete, detailed notes when forwarding a request to a credit union by account tracker or email in a timely manner. The MSRs act as an eXtension of our credit union partners, providing exceptional client service while maintaining a seamless relationship with our credit unions partners.

Requirements

Must have a high school diploma or equivalent or actively working towards either.
Ability to use discretion when dealing with sensitive or confidential data is required.
Attention-to-detail and accuracy while consistently meeting deadlines.
Ability to maintain a positive and professional attitude.
Strong written and verbal communication skills.

Nice To Haves

A minimum of 1 year of customer service experience is preferred.
Proficiency in Microsoft Office (Word, Outlook, Excel) is preferred.

Responsibilities

Answer and/or triage inbound calls (primarily from credit union members) for timely resolution; provide exceptional client service in accordance with the Rules of Engagement (ROE) for each credit union; forward unauthorized requests back to the credit union, using tracker codes as needed.
Consistently verify each caller’s identity according to the ROE for security purposes; develop efficient navigation skills through credit union websites & the ROE.
Educate credit union members on various items pertaining to their account(s), card(s), functionality and resolving issues.
Become comfortable with inbound member service, outbound member service, & completing call backs when necessary.
Develop knowledge of standard credit union operation & credit union terms.
[MM1] Develop knowledge of CUBASE Loan Application Processing.
Develop knowledge to provide daily Web Chat support for credit union and third-party accounts.
Develop knowledge to provide daily support to electronic Bill Pay Systems as needed.
Monitor all voice and email mailboxes to ensure member/client requests are processed appropriately.
Specialize in CUBASE and It’sMe247 applications, including mobile app, online forms, and other tools outside of the Phone Operator tool.