Member Experience Specialist

UFCU Financial Services, LLC; Austin (TX); On-site; USD 32,000 - 44,000; Full time

Job summary

UFCU Financial Services, LLC is seeking a Member Services Representative I in Austin to handle member inquiries by phone and in person. The role requires at least 50% in-person work at our headquarters and a Monday–Friday schedule with one alternating Saturday shift.

You will assist with routine requests, questions, and basic troubleshooting while maintaining high service quality and compliance with regulations.

Qualifications

• High school diploma or equivalent is required.
• 1 year of customer service or high-volume call experience preferred.
• Ability to use multiple computer programs simultaneously.
• Ability to work in a fast-paced, high-volume call center.
• Attendance history must be timely and consistent.
• Bondable status required.

Responsibilities

• Provide an excellent Member experience by handling inquiries by phone and online.
• Respond to routine requests: account inquiries, transfers, card issues, and fraud cases.
• Ask questions to determine needs and propose solutions.
• Adhere to quality guidelines for every member interaction.
• Meet metrics: service levels, AUX and hold times, and team goals.
• Collaborate with other departments to resolve issues beyond own scope.
• Follow policies, procedures, and ethics; complete required regulatory training.
• Maintain compliance with applicable laws and internal controls.

Skills

Strong verbal and written comms

Teamwork

Organizational skills

Attention to detail

Multi-tasking

Windows proficiency

Independent with supervision

Confidentiality

Education

High school diploma or equivalent

Bachelor’s degree may substitute

Job description

UFCU Financial Services, LLC is seeking a Member Services Representative I in Austin to handle member inquiries by phone and in person. The role requires at least 50% in-person work at our headquarters and a Monday–Friday schedule with one alternating Saturday shift.

You will assist with routine requests, questions, and basic troubleshooting while maintaining high service quality and compliance with regulations.