Call Center Team Lead

Xtend, Inc; Grand Rapids (MI); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

PTO

401(k) matching

Job summary

Xtend, Inc. is seeking a Member Service Team Lead in Michigan to guide MSRs and Senior MSRs, coordinate staffing, and ensure high-quality member service.

The role serves as a liaison to Contact Center management and supports training, reporting, and special initiatives. The position emphasizes coaching, adherence to procedures, and continuous improvement of service levels, while maintaining confidentiality and professional communication with members and team members.

Qualifications

• 1–2 years of office, call center, or leadership experience.
• 2–3 years of banking, credit union/CUSO, customer service, call center, or financial services experience.
• Ability to meet or exceed MSR and Senior MSR qualifications.
• Experience training employees or clients by phone, virtually, and in person.
• Advanced knowledge of credit union operations, CU*BASE, Xtend Contact Center, and Member Reach processes.
• Strong communication, organization, decision‑making, problem‑solving, and coaching skills.
• Ability to manage multiple priorities independently while maintaining accuracy and confidentiality.
• Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint.
• Strong interpersonal skills and ability to build effective relationships with teams and partners.
• Regular attendance and a positive, professional approach.

Responsibilities

• Perform MSR and Senior MSR duties, including queue support, escalations, web chats, voicemails, bill pay inquiries, and card-related requests.
• Coordinate team schedules, attendance, breaks, and coverage; communicate staffing concerns to management.
• Review client communications for professionalism and accuracy.
• Train, coach, and mentor team members, including 30-, 60-, and 90-day check-ins for new agents.
• Monitor compliance with Contact Center procedures, the Processing Guide, and Rules of Engagement (ROE).
• Monitor call queues and assist as needed to improve service levels, including ASA and abandonment rates.
• Provide performance feedback and complete monthly call scoring for Outbound and Bilingual MSR teams.
• Assist management with training initiatives, reporting, monthly billing, and special projects.
• Perform additional duties as needed to support team and organizational goals.

Skills

Leadership

Customer service

Coaching

Communication

Training

Staffing coordination

MSR knowledge

Call center

Financial services

Problem solving

Confidentiality

Education

High school diploma/GED

Tools

CU*BASE

Xtend Contact Center

Member Reach

Outlook

Job description

Description

The Member Service Team Lead provides day-to-day guidance and support to Member Service Representatives (MSRs) and Senior MSRs while serving as a liaison to Contact Center management. This role supports staffing, coaching, training, reporting, and special initiatives while remaining actively involved in client and member service.

What You'll Do

• Perform MSR and Senior MSR duties, including queue support, escalations, web chats, voicemails, bill pay inquiries, and card-related requests.
• Coordinate team schedules, attendance, breaks, and coverage; communicate staffing concerns to management.
• Review client communications for professionalism and accuracy.
• Train, coach, and mentor team members, including 30-, 60-, and 90-day check-ins for new agents.
• Monitor compliance with Contact Center procedures, the Processing Guide, and Rules of Engagement (ROE).
• Monitor call queues and assist as needed to improve service levels, including ASA and abandonment rates.
• Provide performance feedback and complete monthly call scoring for Outbound and Bilingual MSR teams.
• Assist management with training initiatives, reporting, monthly billing, and special projects.
• Perform additional duties as needed to support team and organizational goals.

What You Bring

• High school diploma, GED, or equivalent experience, including 1–2 years of office, call center, or leadership experience.
• 2–3 years of banking, credit union/CUSO, customer service, call center, or financial services experience.
• Ability to meet or exceed MSR and Senior MSR qualifications.
• Experience training employees or clients by phone, virtually, and in person.
• Advanced knowledge of credit union operations, CU*BASE, Xtend Contact Center, and Member Reach processes.
• Strong communication, organization, decision‑making, problem‑solving, and coaching skills.
• Ability to manage multiple priorities independently while maintaining accuracy and confidentiality.
• Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint.
• Strong interpersonal skills and ability to build effective relationships with teams and partners.
• Regular attendance and a positive, professional approach.

Why You'll Love Working With Us

Support credit unions nationwide while working in a collaborative, cooperative environment. Gain hands‑on experience with CU*BASE and other industry-leading tools while receiving medical, dental, and vision coverage, PTO, and a generous 401(k) matching program.

What is Xtend?

Xtend is a Credit Union Service Organization (CUSO) owned by the credit unions we serve. We provide bookkeeping, back‑office, contact center, and other services that help credit unions better serve their members. Join us in advancing a cooperative culture focused on innovation, service, and industry leadership.

Requirements

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.