Member Services Representative I (Bilingual - English/Spanish)

UFCU • Austin, TX

13d • Hybrid

About The Position

The Member Services Representative I (MSR I) serves as the primary point of contact for Member inquiries by telephone using a computerized system. The role handles a high volume of calls and provides assistance and information about UFCU products and services. It responds to routine requests that require limited judgment and are handled under direct supervision. The representative asks questions to understand Member needs, communicates information, identifies solutions, and resolves Member issues while providing accurate, prompt, and professional service.

The position requires at least 50% in-person work at UFCU’s Headquarters location 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 work may involve periodic stressful conditions, occasional 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 effectively using multiple computer programs simultaneously.
• Ability to work comfortably in a fast-paced, high-volume call center.
• Demonstrated timely and consistent job attendance history.
• Bilingual in English and Spanish.
• Must be bondable.
• Effective telephone communication skills and strong verbal and written communication skills.
• Strong teamwork, organizational, time-management, and attention-to-detail skills.
• Ability to multitask, including navigating 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 defined 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 for Member needs beyond the representative’s expertise.
• Answer calls using strong 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