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Jobs · OTHR · Texas

Member Services Representative I (Bilingual - English/Spanish)

UFCU · Austin, TX · 4 days ago
OTHRFull-time

About the Role

The Member Services Representative I (MSR I) serves as the primary point of contact for Member inquiries by telephone utilizing 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 regarding UFCU products and services. The MSR I handles routine Member requests under direct supervision, effectively communicates to understand Member needs, and resolves issues accurately and professionally. This position requires at least 50% in-person work at our Headquarters 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

Founded in 1936, UFCU has grown to serve members throughout Texas and beyond. We are more than just a financial institution, and our people are more than just employees. We are dedicated to empowering our Members to achieve financial success and build brighter futures. Guided by our values of being Purposefully Member-Obsessed, Possibilities Reimagined, and Performance Excellence Rooted in Unwavering Integrity, we strive to create a positive impact for our Members, UFCU, and coworkers.

Responsibilities

  • Complete requests including account inquiries, fund transfers, debit and credit card transactions, and assist with fraud cases.
  • Ask appropriate questions to determine Member needs and identify solutions.
  • Ensure adherence to defined quality management guidelines for each Member interaction.
  • Meet assigned metrics, including service level requirements, AUX, and hold times.
  • Work closely with other departments to provide solutions beyond areas of expertise.
  • Answer all calls with strong professional telephone etiquette.
  • Adhere to company policies, procedures, and business ethics codes.
  • Complete required regulatory training.
  • Maintain compliance with laws, rules, and regulations, including Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC, and Fair Lending regulations.

Qualifications

  • High school diploma or equivalent.
  • One (1) year of customer service, call center, or related high-volume call experience.
  • One (1) year of 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.
  • Bilingual in English/Spanish preferred.

Skills

  • Effective phone and written communication skills.
  • Strong teamwork and organizational skills.
  • Attention to detail and ability to multi-task.
  • Proficiency in a Windows environment and office equipment.
  • Ability to work independently and maintain confidentiality.

Competencies

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

Preferred Requirements

  • Credit Union experience.
  • Knowledge of accounting, credit, and lending principles.
  • Familiarity with credit union products, services, policies, and regulations.

Culture Fit

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

Physical Demands

Frequent sitting, use of hands and arms, extensive telephone and computer use, and the ability to adjust focus. Reasonable accommodations may be made for individuals with disabilities.

Work Environment

This position requires frequent in-person work at UFCU Plaza in Austin, Texas. It may involve periodic stressful conditions, adjusted schedules, and occasional overtime or weekend hours. The noise level is usually loud.

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