Job Description

POSITION SUMMARY

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.

ESSENTIAL JOB FUNCTIONS

• 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.
• Develop knowledge of CU*BASE 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 CU*BASE and It'sMe247 applications, including mobile app, online forms, and other tools outside of the Phone Operator tool.

JOB QUALIFICATIONS

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

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.

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