Member Services Representative

Member Services Representative I 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. It requires a passion for service excellence and the ability to handle high volume calls, providing assistance and information regarding UFCU products and services. The MSR I responds to routine member requests with limited judgement under direct supervision, asking appropriate questions to understand member needs, communicating solutions, and resolving member issues.

The role demands accurate, prompt, and professional service to ensure the best member experience. The position requires at least 50% in‑person work at our Headquarters in Austin, working Monday‑Friday, 8 a.m.–5:30 p.m., and every other Saturday, 10 a.m.–2 p.m.

• Provide an excellent Member experience by completing requests including account inquiries, funds 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 a team to meet assigned metrics, including service level requirements, AUX and hold times.
• Collaborate with other departments to deliver solutions beyond areas of expertise.
• Answer all calls demonstrating 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 laws, rules, regulations and internal controls, 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.
• Excellent teamwork skills and a “what can I do to help?” attitude.
• Strong organizational and time‑management skills.
• Attention to detail.
• Ability to multi‑task, navigating between computer applications while speaking with Members on the phone.
• Proficiency in a Windows environment, with ability to operate office equipment.
• Ability to work independently with direct supervision as necessary, exercising judgment, logic, integrity, and initiative.
• Ability to maintain confidentiality.

• Building Member Loyalty
• Building Partnerships
• Communication
• Emotional Intelligence
• Adaptability
• Focus on Results
• Decision Making

• 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 call center experience.
• Demonstrated timely, consistent job attendance history.
• Must be bondable.

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

Frequent:
Sitting, use of hands to finger, handle or feel, use of hands and arms to reach, extensive use of the telephone, listening and explaining, extensive use of the computer requiring specific vision abilities including close vision, distance vision, peripheral vision, and ability to adjust focus.

• Position requires frequent work at UFCU Plaza in Austin, Texas.
• May involve periodic stressful conditions.
• May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.
• Frequent computer use at a workstation up to two hours at a time.
• Noise level in the work environment is usually loud.