Member Services Representative

 Member Services Representative I

Job Summary

The Member Services Representative I (MSR I) serves as the primary point of contact for Member inquiries by telephone utilizing a computerized system.  Has a passion for service excellence, and responds to a high volume of calls by providing assistance and information regarding UFCU products and services.  Responds to Member requests that are routine in nature, requiring limited judgement, and under direct supervision. The MSR I effectively asks appropriate questions to understand Member needs and effectively communicates information to identify solutions and resolve Member issues.  Provides services that are accurate, prompt, and professional to ensure that Members have the best experience possible. This position will require at least 50% in person work at our Headquarters location in Austin and working Monday-Friday, 8 a.m.-5:30 p.m. and every other Saturday, 10 a.m.-2 p.m.

About UFCU

Our Credit Union was founded in 1936 and has grown to serve members throughout Texas and beyond. At UFCU, we are more than just a financial institution, and our people are more than just employees. We are dedicated to our purpose of empowering our Members to achieve financial success and build brighter futures.

In pursuit of our aspiration that UFCU is loved by millions of Members and built to thrive for generations, we are guided by our values:

Purposefully Member-Obsessed

We are driven by a profound sense of empathy to deeply understand our Members’ needs and preferences, what brighter futures means to them, and the obstacles in their way. We act in our Members’ best interests, forever seeking to empower their financial success.

Possibilities Reimagined

We are inspired to courageously experiment, learn, and iterate in pursuit of positive impact for our Members, UFCU, and coworkers. We challenge assumptions, embrace diverse perspectives, and make use of data and insights.

Performance Excellence Rooted in Unwavering Integrity

We do the right thing, always. We champion teamwork, accountability, continuous improvement, and celebrate successful outcomes of others, fostering an inclusive environment of excellence and collaboration.

Essential Functions (What you do)

• Provide an excellent Member experience by:
• Completing requests including but not limited to account inquiries, fund transfers, debit and credit card inquiries and transactions, and assisting with fraud cases are required
• Asking 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 the team in meeting assigned metrics including service level requirements, AUX and hold times, that allow for optimal answering and serving of all
• Work closely with other departments to provide members with solutions that are 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 your role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending regulations.

Knowledge/Skills/Abilities (What you know)

• 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 (How you behave)

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

Experience (What you have done before)

Minimum Requirements (Must have)

• 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
• Must be bondable

Preferred Requirements (Nice to have)

• 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

Culture Fit

Things You Need to Know Before You Apply

Physical Demands

The physical demands described are representative of those that must be met by an employee, with or without accommodation, in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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 the 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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