Member Services Representative I

UFCU; Austin (TX); On-site; USD 35,000 - 45,000; Full time

Job summary

UFCU seeks a Member Services Representative I to serve as the primary contact for member inquiries by telephone, utilizing a computerized system. The role requires at least 50% in-person work at UFCU's Headquarters in Austin, with Monday–Friday, 8:00 a.m.–5:30 p.m.

and every other Saturday, 10:00 a.m.–2:00 p.m. The MSR I answers calls, provides accurate information, and resolves routine member requests with professional service.

Qualifications

• Strong phone communication skills and the ability to clearly convey information.
• Excellent verbal and written communication abilities.
• Ability to work effectively in a fast-paced call center environment.

Responsibilities

• Respond to member inquiries by phone, handling account inquiries, fund transfers, and card-related questions.
• Ask targeted questions to identify member needs and provide solutions.
• Adhere to quality guidelines and policies during every interaction; maintain confidentiality.

Skills

Phone communication

Verbal communication

Written communication

Teamwork

Time management

Attention to detail

Multitasking

Confidentiality

Education

High school diploma or equivalent

Bachelor’s degree substitution for experience

Tools

Windows OS

Job description

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.

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

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

• Civic Responsibility
• Continuous Improvement
• Customer Focus
• Interdepartmental Cooperation
• Personal Growth

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.