Member Services Representative

Xtend; Grand Rapids (MI); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

PTO

401k matching

Job summary

Xtend is seeking a Member Services Representative (MSR) to support credit union members nationwide. You will handle inbound and outbound communications, acting as an extension of partner credit unions to deliver high-quality, seamless service.

The role involves triaging calls, educating members on account details, and ensuring accurate documentation. A high school diploma is required, with 1–2 years of office/call center experience preferred, in a professional, confidential setting.

Qualifications

• Comfortable speaking with members over the phone and via web chat, email, or messages.
• Ability to verify caller identities and document interactions accurately.
• Proficient with Microsoft Office applications (Outlook, Word, Excel, PowerPoint).
• Able to educate members on accounts, debit/credit concerns, and general functionality.
• Detail-oriented with strong accuracy in documentation.

Responsibilities

• Answer and triage inbound calls from credit union members.
• Educate members on accounts and card concerns and guide them through processes.
• Verify caller identities and navigate credit union tools and procedures.
• Make outbound follow-ups and provide timely member callbacks.

Skills

Communication

Phone etiquette

Organization

Discretion

Multitasking

Relationship building

Education

High school diploma (or pursuing)

Tools

Microsoft Office

Job description

Description

Are you passionate about helping people and providing exceptional customer service? Join our team as a

• We are currently looking for a Full-Time Schedule of Mon-Fri 9:30am-6:30pm or 10:00am-7:00pm

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!

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!

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.