Call Center Agent- Full time

Xtend•Grand Rapids, MI

2d•Onsite

About The Position

Are you passionate about helping people and providing exceptional customer service? Join our team as a Member Services Representative (MSR) and become an essential partner to our credit union clients across the country. In this role, you will support members through inbound and outbound communication channels, acting as an extension of our credit union partners to deliver high-quality, seamless service! We are currently looking for a Full-Time Schedule of Mon-Fri 9:30am-6:30pm or 10:00am-7:00pm

Requirements

A high school graduate (or pursuing a diploma)
1–2 years of office or call center experience preferred.
Professional, courteous, and confident on the phone.
Self-motivated, organized, and capable of managing multiple tasks in a fast-paced environment.
Able to make sound decisions and use good judgment when handling challenges.
Discreet and able to handle confidential information appropriately.
Proficient with Microsoft Office (Outlook, Word, Excel, PowerPoint).
Detail-oriented with strong accuracy in documentation.
Skilled at building strong working relationships across teams and with credit union partners.

Responsibilities

Provide outstanding service by answering and triaging inbound calls from credit union members.
Accurately verify caller identities and navigate credit union tools, websites, and procedures while responding promptly to web chats, emails, instant messages, and calls, documenting all interactions thoroughly and forwarding requests efficiently via trackers or email.
Educate members on account details, debit and credit card concerns, and general account functionality.
Handle inbound service calls, make outbound follow-ups, and provide timely member callbacks.