Member Services Representative; Bilingual in Spanish

Overview

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.

About UFCU As Austin’s largest locally-owned financial institution, University Federal Credit Union is a financial institution owned by, dedicated to, and always working for our Members. Our mission at UFCU is simple:
To advance opportunities for quality education, employment, and housing. We’re proud to focus on people — not profits. We deliver fair and honest products and outstanding service, and we work collaboratively within our organization as well as our community to help Members achieve their personal and financial goals. UFCU is known for awards such as Top Credit Union and Top Mortgage Company, Healthiest Employer, Gallup’s Exceptional Workplaces, and Best Places for Working Parents.

We value our employees as much as our Members and offer an environment where people care about each other. If you want to love what you do, make an impact in your community, and have the power to help people change their lives – then we’re glad you’re here.

• 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.
• Ask 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 and hold times to optimize answering and serving of all Members.
• Work closely with other departments to provide Members with solutions beyond areas of expertise.
• Answer all calls with 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.

• 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 and courtesy
• 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

• 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…