Member Services Representative

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 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!

• 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.

• 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.

• 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.

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!

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.

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.

Salary: $15.00 - $15.00 per week