Member Experience Specialist

UFCU Financial Services, LLC; Austin, Northern (TX, KY); Hybrid; USD 32,000 - 42,000; Full time

Job summary

UFCU Financial Services, LLC is seeking a Member Services Representative I to handle inbound inquiries by phone, resolving routine questions and guiding Members through UFCU products and services. The role requires strong communication, teamwork, and multitasking in a fast-paced environment at UFCU HQ in Austin.

The MSR I will be the primary contact, asking the right questions to determine needs, ensuring compliant, accurate responses, and maintaining high service levels and confidentiality.

Qualifications

• High school diploma or equivalent required.
• 1 year of customer service or high-volume call center experience.
• Proficiency with multiple computer programs simultaneously.
• Bondable and reliable attendance history.

Responsibilities

• Provide excellent Member experience via inquiries and transactions.
• Ask questions to determine Member needs and identify solutions.
• Adhere to quality guidelines for each interaction.
• Meet metrics including service levels and hold times.
• Collaborate with other departments to provide comprehensive solutions.
• Complete required regulatory training and comply with laws.

Skills

Communication

Teamwork

Time management

Attention to detail

Multitasking

Education

High school diploma or equivalent

Bachelor’s Degree may substitute for customer service or call center experience

Job description

UFCU Financial Services, LLC is seeking a Member Services Representative I to handle inbound inquiries by phone, resolving routine questions and guiding Members through UFCU products and services. The role requires strong communication, teamwork, and multitasking in a fast-paced environment at UFCU HQ in Austin.

The MSR I will be the primary contact, asking the right questions to determine needs, ensuring compliant, accurate responses, and maintaining high service levels and confidentiality.