Contact Center Specialist

CU Answers, Inc; Grand Rapids (MI); On-site; USD 32,000 - 42,000; Full time

Job summary

CU Answers, Inc. is seeking a Member Services Representative to support credit union members across the country through inbound and outbound calls, emails, chats, and other channels. You'll verify identities, explain account features, and document interactions using trackers.

The role emphasizes professional communication, multitasking in a fast-paced office setting, and reliable attendance, with opportunities for growth as you gain experience with CU*BASE and related tools.

Qualifications

• High school graduate or pursuing a diploma; 1–2 years office or call center experience preferred.
• Professional, courteous, and confident on the phone.
• Able to manage multiple tasks in a fast-paced environment.

Responsibilities

• Provide outstanding service by handling inbound calls from credit union members.
• Verify caller identities and navigate tools while responding to chats, emails, and calls; document interactions.
• Educate members on account details, debit/credit card concerns, and general account functionality.
• Handle inbound calls, perform outbound follow-ups, and provide timely callbacks.

Skills

Customer service

Phone etiquette

Multi-tasking

Written communication

Confidentiality

MS Office

Attention to detail

Reliability

Education

High school diploma

Tools

Microsoft Office

Job description

Are you passionate about helping people and providing exceptional customer service? Join our team as a Member Services Representative (MSR) for our Xtend Team and become an essential partner to credit unions 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!

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), with 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.

• Clear and professional in both written and verbal communication.

• Discreet and able to handle confidential information appropriately.

• Proficient with Microsoft Office (Outlook, Word, Excel, PowerPoint).

• Detail-oriented with strong accuracy in documentation.

• Comfortable operating standard office equipment (phone systems, fax/printers, PC workstation).

• Reliable, with regular and predictable attendance.

• Positive, professional, and team-oriented in all interactions.

• Able to communicate effectively with diverse audiences in person, over the phone, and in virtual settings.

Why You'll Love Working With Us:

• Opportunity to support credit unions nationwide and make a meaningful impact for members.

• A collaborative environment aligned with cooperative values.

• Continuous learning through hands-on experience with CU*BASE and industry-leading tools.

• Unlimited growth potential.

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!