Member Services Representative I (Bilingual - English/Spanish)

UFCU Main • Austin, TX

12d • Hybrid

About The Position

The Member Services Representative I (MSR I) is the primary telephone contact for Member inquiries and provides assistance and information about UFCU products and services. Working under direct supervision, the representative handles routine requests that require limited judgment, asks questions to understand Member needs, communicates information, identifies solutions, and resolves issues. The role provides accurate, prompt, and professional service while responding to a high volume of calls.

The position requires at least 50% in-person work at UFCU’s Headquarters in Austin. The stated schedule is Monday through Friday, 8 a.m.–5:30 p.m., and every other Saturday, 10 a.m.–2 p.m. The role involves frequent work at UFCU Plaza in Austin, Texas, and may include periodic stressful conditions, adjusted schedules, overtime, and evening or weekend hours.

Requirements

• High school diploma or equivalent.
• One year of customer service, call center, or related high-volume call experience; a bachelor’s degree may substitute for this experience.
• One year of experience effectively using multiple computer programs simultaneously.
• Ability to work comfortably in a fast-paced, high-volume call center.
• Bilingual proficiency in English and Spanish.
• Demonstrated history of timely and consistent job attendance.
• Must be bondable.
• Effective telephone communication skills and strong verbal and written communication skills.
• Ability to work effectively as a team member, treating others with respect and courtesy and displaying a helpful attitude.
• Strong organizational and time-management skills and attention to detail.
• Ability to multitask and navigate computer applications while speaking with Members.
• Proficiency in a Windows environment and ability to operate office equipment.
• Ability to work independently under direct supervision as needed and exercise judgment, logic, integrity, and initiative.
• Ability to maintain confidentiality.

Nice To Haves

• Credit Union experience.
• Knowledge of accounting, credit, and lending principles.
• Knowledge of credit union products and services, policies, procedures, laws, and regulations.

Responsibilities

• Complete Member requests, including account inquiries, fund transfers, debit and credit card inquiries and transactions, and assistance with fraud cases.
• Ask appropriate questions to determine Member needs and identify solutions.
• Follow quality management guidelines for each Member interaction.
• Work with the team to meet assigned metrics, including service-level requirements and AUX and hold times.
• Coordinate with other departments to provide solutions beyond the representative’s area of expertise.
• Answer calls using professional telephone etiquette.
• Follow company policies, procedures, and business ethics codes.
• Complete required regulatory training.
• Comply with applicable laws, rules, regulations, and internal controls, including Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC, and Fair Lending requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED