Multi-Channel Member Services & Compliance Specialist

Austin Telco Federal Credit Union; Austin (TX); On-site; USD 46,000 - 52,000; Full time

Job summary

Austin Telco Federal Credit Union in Austin, TX is seeking a Member Services Specialist to deliver accurate, courteous service across phone, email, secure messaging, and in-person channels. You will open and update personal and business accounts, disclose product details, and assist with Notary services while ensuring data accuracy.

The role requires a high school diploma or GED, at least one year in a credit union or bank, and strong communication, problem-solving, and attention to detail.

Qualifications

• Experience in a credit union or bank.
• Ability to audit and verify account documentation with accuracy.
• Strong verbal and written communication skills.
• Ability to follow CIP/CDD requirements.
• Experience opening personal and business accounts.
• Notary services experience (preferred).

Responsibilities

• Provide accurate, courteous, and prompt service to members through multichannel support including phone, email, secure messaging, in person interactions and other digital communications
• Open and update accounts for members, ensuring all products, services, fees, and qualifications are disclosed
• Provide thorough knowledge and daily assistance in complex account handling, including personal, business, IRA, Trust, and Estate accounts
• Answer member and staff questions regarding accounts, products, and services
• Provide Notary Services as needed
• Complete account asset verifications
• Review and audit accuracy of share certificates online and in branch
• Apply full understanding of CIP and CDD policy and ensure all accounts meet identification and documentation requirements
• Audit IRA transactions including maintaining audit logs
• Conduct account change card audits
• Ensure all account documents are accurately completed, audited, and scanned in a timely manner
• Review and process certificate renewal reports, ensuring accuracy and mailing renewal receipts
• Process incoming and outgoing IRA transfers
• Monitor suspected fraud and ensure appropriate UAR filings when necessary
• Daily monitoring and cancellation of expired account applications to remain compliant with CIP
• Audit online accounts and shares opened, verifying documents and clearing red flags to reduce risk
• Close accounts ensuring there are no loan balances, outstanding transactions, or open safe deposit boxes
• Review daily reports and take appropriate action
• Assist with annual IRS reporting and tax form processing
• Assist with annual escheatment processing and reporting
• Assist with training of new employees and support onboarding processes
• Provide support to the Digital Account Support Specialist
• Support department communication by responding to TEAMS messages
• Recommend process improvements to enhance member service, expand membership, and engage team members

Skills

Multichannel service

Account handling

Customer service

Attention to detail

Integrity

Teamwork

Time management

Education

High school diploma or GED

Job description

Austin Telco Federal Credit Union in Austin, TX is seeking a Member Services Specialist to deliver accurate, courteous service across phone, email, secure messaging, and in-person channels. You will open and update personal and business accounts, disclose product details, and assist with Notary services while ensuring data accuracy.

The role requires a high school diploma or GED, at least one year in a credit union or bank, and strong communication, problem-solving, and attention to detail.