Member Services Representative I

Requisition: Member Services Representative I

About the role

The Member Services Representative I (MSR I) serves as the primary point of contact for member inquiries by telephone using a computerized system. This role requires a passion for service excellence and the ability to respond to a high volume of calls, providing assistance and information about UFCU products and services. The MSR I handles routine member requests with limited judgment and under direct supervision, effectively asking questions to understand member needs and communicating solutions to resolve issues. The position ensures members receive accurate, prompt, and professional service for the best possible experience.

This role requires at least 50% in-person work at our headquarters location in Austin, with a schedule of Monday–Friday, 8 a.m.–5:30 p.m., and every other Saturday, 10 a.m.–2 p.m.

About UFCU

As Austin’s largest locally-owned financial institution, University Federal Credit Union is owned by, dedicated to, and always working for our members. Our mission is simple: To advance opportunities for quality education, employment, and housing. We focus on people—not profits—delivering fair and honest products, outstanding service, and collaborative efforts within our organization and community to help members achieve their personal and financial goals.

UFCU consistently receives awards as a Top Credit Union, Top Mortgage Company, Healthiest Employer, Gallup’s Exceptional Workplace, and Best Place for Working Parents. We pride ourselves on a people-first culture, valuing employees as much as members. If you want to love what you do, make an impact in your community, and help people change their lives, we welcome you.

Responsibilities

• Provide an excellent member experience by completing requests such as account inquiries, fund transfers, debit and credit card inquiries and transactions, and assisting with fraud cases.
• Ask appropriate questions to determine member needs and identify solutions.
• Ensure adherence to defined quality management guidelines for each member interaction.
• Work effectively as part of a team to meet assigned metrics, including service level requirements, AUX, and hold times, to ensure optimal call answering and service.
• Collaborate with other departments to provide members with solutions beyond areas of expertise.
• Answer all calls demonstrating strong professional telephone etiquette.
• Adhere to all company policies, procedures, and business ethics codes.
• Complete required regulatory training as assigned.
• Maintain strict adherence and compliance to all laws, rules, regulations, and internal controls specific to the role, including Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC, and Fair Lending regulations.

Requirements

• High school diploma or equivalent.
• One (1) year of customer service, call center, or related high-volume call experience.
• One (1) year of experience effectively using multiple computer programs simultaneously.
• Ability to work comfortably in a fast-paced, high-volume call center.
• Bachelor’s degree may substitute for customer service or call center experience.
• Demonstrated timely, consistent job attendance history.
• Must be bondable.

Preferred Qualifications

• English/Spanish bilingual.
• Credit union experience.
• Knowledge of accounting, credit, and lending principles.
• Knowledge of credit union products and services, policies, procedures, laws, and regulations.

Skills

• Effective phone communication skills.
• Strong verbal and written communication skills.
• Ability to demonstrate excellent teamwork skills and contribute to team success by treating others with respect, courtesy, and displaying a “what can I do to help?” attitude.
• Strong organizational and time management skills.
• Strong attention to detail.
• Ability to multi-task, including navigating between computer applications while speaking with members on the phone.
• Proficient in a Windows environment, with the ability to operate office equipment.
• Ability to work independently but with direct supervision as necessary, and exercise judgment, logic, integrity, and initiative.
• Ability to maintain confidentiality.

Competencies

• Building Member Loyalty
• Building Partnerships
• Communication
• Emotional Intelligence
• Adaptability
• Focus on Results
• Decision Making

Culture Fit

• Civic Responsibility
• Continuous Improvement
• Customer Focus
• Interdepartmental Cooperation
• Personal Growth

Physical Demands

The physical demands described are representative of those that must be met by an employee, with or without accommodation, to successfully perform the essential functions of this job.

• Frequent sitting.
• Use of hands to finger, handle, or feel.
• Use of hands and arms to reach.
• Extensive use of the telephone, requiring the ability to effectively listen and accurately explain complex information.
• Extensive use of the computer, requiring specific vision abilities including close vision, distance vision, peripheral vision, and the ability to adjust focus.

Work Environment

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.

• This position requires working frequently at UFCU Plaza in Austin, Texas.
• May involve periodic stressful conditions.
• May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.
• Frequent computer use at a workstation up to two hours at a time.
• The noise level in the work environment is usually loud.