Member Communications Specialist

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.

Our Credit Union was founded in 1936 and has grown to serve members throughout Texas and beyond. At UFCU, we are more than just a financial institution, and our people are more than just employees. We are dedicated to our purpose of empowering our Members to achieve financial success and build brighter futures
.

In pursuit of our aspiration that UFCU is
loved by millions of Members and built to thrive for generations
, we are guided by our values:

We are driven by a profound sense of empathy to deeply understand our Members’ needs and preferences, what brighter futures means to them, and the obstacles in their way. We act in our Members’ best interests, forever seeking to empower their financial success.

We are inspired to courageously experiment, learn, and iterate in pursuit of positive impact for our Members, UFCU, and coworkers. We challenge assumptions, embrace diverse perspectives, and make use of data and insights.

We do the right thing, always. We champion teamwork, accountability, continuous improvement, and celebrate successful outcomes of others, fostering an inclusive environment of excellence and collaboration.

• 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.

• Ability to effectively build relationships, establish rapport, communicate information, and diplomatically respond to requests fromthedepartment
• 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 spokenand 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…