Job Description

POSITION SUMMARY

The Member Services Representative (MSR) provides day-to-day support for credit union members/callers via inbound and outbound services. 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.

ESSENTIAL JOB FUNCTIONS

1. 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, and forward unauthorized requests back to the credit union using tracker codes.
2. Consistently verify each caller's identity according to the ROE and develop efficient navigation skills through credit union websites and the ROE.
3. Respond to web chats, emails, IMs, and inbound calls promptly; document calls and tracker entries; transfer calls back to credit unions.
4. Educate credit union members on various items pertaining to their account(s), debit and credit card(s), functionality and resolving issues.
5. Become comfortable with inbound member service, outbound member service, and completing call backs.
6. Maintain a general understanding of standard credit union operations and terminology to support the CU*BASE credit union software's loan application processing, the web chat support, and to provide daily support of electronic Bill Pay Systems.
7. Monitor all voicemails and emails to ensure member/client requests are processed in a timely and efficient manner.
8. Specialize in CU*BASE credit union operating software and online banking applications, including mobile applications, online forms, and other tools.

JOB QUALIFICATIONS

1. Must have a high school diploma or equivalent or be actively working towards either.
2. Ability to use discretion when dealing with sensitive or confidential data is required.
3. Attention-to-detail and accuracy while consistently meeting deadlines.
4. Ability to maintain a positive and professional attitude.
5. Strong written and verbal communication skills.
6. A minimum of 1 year of customer service experience is preferred.
7. Proficiency in Microsoft Office (Word, Outlook, Excel) is preferred.

WORK ENVIRONMENT AND 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.

Communication and Contact: The employee communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the company.

Relationships with Others: The employee works effectively and relates well with others including superiors, colleagues, and individuals inside and outside the company. The employee exhibits a professional manner in dealing with others and works to maintain constructive working relationships.

Physical Demands: While performing the duties of this position, the employee is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone. The employee must be able to see within normal vision range. The individual must have manual dexterity to operate a keyboard and mouse.

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.

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