Bilingual Call Center Representative

Position Summary

The Member Services Representative is responsible for providing day-to-day support for credit union members/callers via inbound & outbound services. This position is required to complete detailed notes when forwarding a request to the credit union either by account tracker or email. Requests able to be handled by a Level 1 representative will be done in the most efficient manner possible. The Level 1 specialist will demonstrate the ability to provide quality customer service and do so while maintaining a seamless relationship with credit unions. This position will report to the Call Center Team Leads.

Essential Job Functions

• Develop knowledge to provide daily support to electronic Bill Pay Systems as needed
• Maintain a typing speed of at least 30 words per minute
• Monitor all Voice and Email Mailboxes to ensure member/client requests are processed appropriately
• Become comfortable with inbound member service & completing call backs when necessary
• Develop knowledge to provide daily support to Web Chat for both credit union and third-party accounts
• Develop efficient navigation skills through credit union websites & the ROE
• Develop knowledge of CU*BASE Loan Application Processing
• Other duties as assigned
• Specialize in CU*BASE and It'sMe247 applications, including mobile app, online forms, and tools outside the phone operator
• Develop knowledge of standard credit union operation & credit union terms

Job Qualifications

• Clear demonstration of leadership within the organization
• Demonstrates attention to details and responds to deadlines.
• Demonstrate Advanced Knowledge on key functions of CU*BASE Software, Microsoft Programs and other essential programs related to this position and demonstrate ability to train staff and clients using phone, web conference and in person.
• Ability to use discretion when dealing with sensitive or confidential data.
• Demonstrate the ability and professionalism to interact with key management staff and clients both on the phone and in person.
• High School graduate or equivalent is required.
• Advance knowledge of Credit Union Operations, Regulations, Procedures the Xtension Call Center and Member Reach Processes and demonstrates vested interest in the success of these partners
• Meet or exceed the requirements and Job Specifications of a Level 1 & 2 Specialist

WORK ENVIRONMENT & 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 as described in the Job Functions and/or Job Qualifications section(s) above. Xtend is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.

NOTICE

This job description is not intended to be, nor should be construed as a contract for employment. Xtend makes no guarantee of permanent employment. This job description is to be used as a guideline to give the employee an understanding of what Xtend has defined this position to be.

Xtend will make reasonable accommodations for the known physical or mental disabilities of qualified applicants unless to do so would cause an undue hardship. Disabled individuals who feel accommodation is needed to perform their job, or the job for which they have applied, must notify Xtend in writing of the need for reasonable accommodation within 180 days after the date the individual knew or reasonably should have known that an accommodation was needed. Xtend, thereafter, will make all reasonable accommodations unless to do so would pose an undue hardship.

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