Customer Service Representative - Xtend

POSITION SUMMARY

The Member Services Representative Level 1 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.

A Level 2 Member Services Representative will be assigned an area of focus to be the "go-to" knowledge base for the department. This position will be responsible for reviewing alerts and CU*Base updates and determining their impact to the contact center as it relates to their area of expertise. They are also expected to maintain all of the essential job functions of the Level 1 Agent. The Level 2 Specialist will demonstrate the ability and desire to be in direct contact with clients both during implementation of services and for ongoing support. This position reports directly to the Call Center Team Leads.

ESSENTIAL JOB FUNCTIONS LEVEL 1

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

ESSENTIAL JOB FUNCTIONS LEVEL 2

1. Maintain all of the essential job functions of the Level 1 and 2 Agent.
2. Assist Level 1 and 2 Agents with the resolution of calls requiring more knowledge
3. Develop knowledge of CU*BASE Loan Application Processing
4. Develop knowledge to provide daily support to Web Chat for both credit union and third-party accounts
5. Develop knowledge to provide daily support to electronic Bill Pay Systems as needed
6. Monitor all Voice and Email Mailboxes to ensure member/client requests are processed appropriately
7. Certify as a trainer, train new agents and organize training for key functions as defined by all Management Staff
8. Teach classes related to the contact center training program, defined by management
9. Specialize in CU*BASE and It'sMe247 applications, including mobile app, online forms and tools outside the phone operator features.
10. Assist agents with Hot Cards and general call support
11. Develop basic knowledge of CU*BASE query programs
12. Organize training for key functions as defined by all Management Staff
13. Reviewing alerts and CU*Base updates; inform supervisors of the team of any changes as related to their expertise.
14. Other duties as assigned

JOB QUALIFICATIONS

1. 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
2. Meet or exceed the requirements and Job Specifications of a Level 1 & 2 Specialist
3. Clear demonstration of leadership within the organization
4. Demonstrate the ability and professionalism to interact with key management staff and clients both on the phone and in person.
5. 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.
6. Ability to use discretion when dealing with sensitive or confidential data.
7. Demonstrates attention to details and responds to deadlines.

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.