Member Experience Advocate - Bilingual (In-Office)

UFCU; Austin (TX); On-site; USD 21,000 - 26,000; Full time

Job summary

UFCU in Austin, TX is seeking a Member Services Representative I to be the primary contact for member inquiries by phone, using a computerized system. The role requires responding to routine requests, asking questions to understand needs, and delivering accurate, prompt service under supervision.

The position involves at least 50% in-person work at UFCU Headquarters in Austin, with hours Monday–Friday 8:00 a.m.–5:30 p.m. and alternating Saturdays 10:00 a.m.–2:00 p.m.

Qualifications

• High school diploma or equivalent.
• 1 year of customer service or call center experience.
• 1 year of using multiple computer programs simultaneously.
• Ability to work in a fast-paced, high-volume environment.
• Bachelor’s degree may substitute for customer service experience.
• Demonstrated reliable attendance history.
• Bilingual in English/Spanish.
• Must be bondable.

Responsibilities

• Provide excellent Member experience by handling inquiries and routine requests.
• Ask questions to determine Member needs and propose solutions.
• Adhere to quality guidelines for each interaction.
• Meet metrics for service levels, AUX and hold times.
• Collaborate with other departments to provide solutions.
• Maintain professional telephone etiquette in all calls.
• Follow policies, procedures and ethics; complete required regulatory training.
• Maintain compliance with laws and internal controls.

Skills

Phone communication

Verbal and written communication

Teamwork

Organizational skills

Attention to detail

Multi-tasking

Windows proficiency

Independence with supervision

Confidentiality

Bilingual English/Spanish

Education

High school diploma or equivalent

Bachelor's degree may substitute for experience

Job description

UFCU in Austin, TX is seeking a Member Services Representative I to be the primary contact for member inquiries by phone, using a computerized system. The role requires responding to routine requests, asking questions to understand needs, and delivering accurate, prompt service under supervision.

The position involves at least 50% in-person work at UFCU Headquarters in Austin, with hours Monday–Friday 8:00 a.m.–5:30 p.m. and alternating Saturdays 10:00 a.m.–2:00 p.m.