Call Center Agent- Full time

Xtend LLC; Grand Rapids (MI); On-site; USD 33,000 - 45,000; Full time

Benefits offered by this job

Medical/Dental/Vision

PTO

401k matching

Job summary

Xtend LLC in Grand Rapids, MI is seeking a Member Services Representative to support credit union members nationwide via inbound and outbound calls, emails, and chats. This full-time role emphasizes accurate verification, clear communication, and proactive problem solving.

You will use CU*BASE and Microsoft Office in a fast-paced environment, build strong relationships with credit union partners, and contribute to a cooperative culture with competitive benefits.

Qualifications

• 1-2 years of office or call center experience preferred.
• High school graduate or pursuing diploma.
• Professional and courteous on the phone.
• Able to manage multiple tasks in a fast-paced environment.
• Discreet and able to handle confidential information appropriately.
• Proficient with Microsoft Office.
• Detail-oriented with strong accuracy in documentation.

Responsibilities

• Provide outstanding service by answering and triaging inbound calls from credit union members.
• Accurately verify caller identities and navigate credit union tools, websites, and procedures while responding promptly to web chats, emails, instant messages, and calls, documenting all interactions thoroughly and forwarding requests efficiently via trackers or email.
• Educate members on account details, debit and credit card concerns, and general account functionality.
• Handle inbound service calls, make outbound follow-ups, and provide timely member callbacks.

Skills

Call center communication

Customer service excellence

Professional phone demeanor

Multitasking

Microsoft Office proficiency

Education

High school diploma or pursuing

Tools

CU*BASE

Job description

Are you passionate about helping people and providing exceptional customer service? Join our team as a Member Services Representative (MSR) and become an essential partner to our credit union clients across the country. In this role, you will support members through inbound and outbound communication channels, acting as an extension of our credit union partners to deliver high‑quality, seamless service!

Full‑Time Schedule of Mon‑Fri 9:30am-6:30pm or 10:00am-7:00pm

What You'll Do

• Provide outstanding service by answering and triaging inbound calls from credit union members.
• Accurately verify caller identities and navigate credit union tools, websites, and procedures while responding promptly to web chats, emails, instant messages, and calls, documenting all interactions thoroughly and forwarding requests efficiently via trackers or email.
• Educate members on account details, debit and credit card concerns, and general account functionality.
• Handle inbound service calls, make outbound follow‑ups, and provide timely member callbacks.

What You Bring

• A high school graduate (or pursuing a diploma)
• 1-2 years of office or call center experience preferred.
• Professional, courteous, and confident on the phone.
• Self‑motivated, organized, and capable of managing multiple tasks in a fast‑paced environment.
• Able to make sound decisions and use good judgment when handling challenges.
• Discreet and able to handle confidential information appropriately.
• Proficient with Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Detail‑oriented with strong accuracy in documentation.
• Skilled at building strong working relationships across teams and with credit union partners.

Why You'll Love Working With Us

Opportunity to support credit unions nationwide and make a meaningful impact for members while working in a collaborative environment aligned with cooperative values. You will receive continuous learning through hands‑on experience with CU*BASE (our internal software that is used throughout the industry) and other industry‑leading tools. We offer full medical, dental, and vision coverage for you and your dependents as well as PTO and a generous 401k matching program.

What is Xtend?

Xtend is a Credit Union Service Organization (CUSO) that is owned by its credit union clients that we support. We offer a multitude of services to these credit unions that allow them to serve their members including bookkeeping, back‑office support, and contact center services. Join us and help advance a mission‑driven cooperative culture built on innovation and industry leadership!