Description

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 requirem