Member Communications Specialist

UFCU•Austin, TX

5d•Hybrid

About The Position

The Member Communication Specialist serves as UFCU's primary point of contact for managing and responding to member feedback received through Medallia surveys. This role is responsible for monitoring member satisfaction, responding to concerns, coordinating follow-up activities across the organization, and identifying trends that improve the overall member experience. In addition, the specialist supports member communications by responding to inquiries via email and other remote channels, providing accurate, timely, and professional service. The position partners closely with Retail, Marketing, Contact Center, and Operational teams to ensure member concerns are resolved and service recovery efforts are completed within defined service levels.

Requirements

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
A bachelor’s Degree may substitute for customer service or call center experience
Demonstrated timely, consistent job attendance history
Must be bondable
Ability to effectively build relationships, establish rapport, communicate information, and diplomatically respond to requests from the department
Ability to engage in creative thinking, innovative problem-solving, and finding the best solution.
Effective active listening skills and phone communication skills
Ability to handle a high volume of interactions via social media, email, phone, and chat in a positive manner
Strong spoken and written communication skills
Ability to demonstrate empathy and adaptability
Ability to demonstrate excellent teamwork skills, focus on results, 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 maintain confidentiality
Ability to effectively demonstrate accountability
Ability to work independently and exercise judgment, logic, integrity, and initiative
Proficient in a Windows environment, with the ability to operate office equipment

Nice To Haves

English/Spanish bilingual
Financial industry experience
Credit Union experience
2 years UFCU call center experience
Knowledge of accounting, credit, and lending principles
Knowledge of credit union products and services, policies, procedures, laws, and regulations

Responsibilities

Monitor, evaluate, and manage incoming Medallia survey responses.
Respond directly to members via phone, email, or other communication channels to address concerns and improve satisfaction.
Perform service recovery outreach for detractor and at-risk member feedback.
Assign survey follow-up activities to the appropriate departments and leaders based on member feedback.
Partner with branch, contact center, lending, operations, and support teams to facilitate timely follow-up and issue resolution.
Analyze feedback trends and recurring themes to identify opportunities for process, service, and experience improvements.
Prepare regular reporting and updates regarding member satisfaction, service recovery outcomes, and emerging trends.
Collaborate with Marketing and organizational leadership to enhance member feedback processes and maximize the value of member insights.
Respond to member inquiries received through remote communication channels, including email and other digital correspondence.
Research member questions and requests to identify appropriate solutions and provide accurate information regarding UFCU products and services.
Complete routine member requests, account maintenance activities, and service inquiries in accordance with established procedures.
Ensure adherence to quality standards and service expectations for every member interaction.
Meet assigned service level and response-time expectations while maintaining a high-quality member experience.