Member Experience Specialist

UFCU Financial Services, LLC; Austin, Northern (TX, KY); Hybrid; USD 33,000 - 42,000; Full time

Job summary

UFCU Financial Services, LLC is seeking a Member Services Representative I to be the primary contact for member inquiries by telephone, with a strong service mindset. This role involves responding to routine requests, answering questions, and guiding members to solutions while maintaining accuracy and professionalism.

The MSR I will work at UFCU Headquarters in Austin with at least 50% in-person presence, primarily 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 required.
• 1 year of customer service or high-volume call experience preferred.
• Ability to multi-task and navigate multiple computer programs while on calls.
• Demonstrated timely, consistent attendance and bondability.

Responsibilities

• Serve as primary contact for member inquiries by telephone.
• Handle routine requests including account inquiries, transfers, debit/credit card inquiries and fraud assistance.
• Ask questions to understand member needs and provide solutions.
• Adhere to quality guidelines and regulatory requirements.
• Maintain service levels, AUX and hold times, and coordinate with other departments.

Skills

Verbal & written communication

Teamwork

Organization

Attention to detail

Multi-tasking

Windows proficiency

Independent work

Confidentiality

Education

High school diploma or equivalent

Bachelor's degree may substitute for CS experience

Tools

CRM/call center software

Job description

UFCU Financial Services, LLC is seeking a Member Services Representative I to be the primary contact for member inquiries by telephone, with a strong service mindset. This role involves responding to routine requests, answering questions, and guiding members to solutions while maintaining accuracy and professionalism.

The MSR I will work at UFCU Headquarters in Austin with at least 50% in-person presence, primarily Monday–Friday 8:00 a.m.–5:30 p.m. and alternating Saturdays 10:00 a.m.–2:00 p.m.