Member Services Representative (MSR)

CU*Answers; Grand Rapids (MI); On-site; USD 22,000 - 30,000; Full time

Job summary

CU*Answers Xtend Team is seeking a Member Services Representative to support credit unions nationwide. You will engage members via inbound and outbound communications, verify identities, and document interactions while guiding them through account features and card-related questions.

You will thrive in a fast-paced environment, communicating clearly, professionally, and discreetly. This role emphasizes customer service, collaboration with partners, and ongoing learning with CU*BASE tools.

Qualifications

• High school diploma or pursuing a diploma is acceptable.
• 1–2 years of office or call center experience preferred.
• Experience in customer service (minimum 1 year preferred).
• Strong phone presence and professional demeanor; comfortable with written and verbal communication.

Responsibilities

• Handle inbound calls from credit union members and triage requests.
• Verify caller identity and navigate credit union tools while documenting interactions.
• Educate members on account details, debit/credit card concerns, and general account functionality.
• Make outbound follow-ups and provide timely member callbacks.

Skills

Customer service

Phone communication

Multitasking

Written and verbal communication

Discretion with confidential info

Education

High school diploma or equivalent

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.
• Experienced in customer service (minimum 1 year 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.
• 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.
• 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.
• 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!