Member Services Representative I

Member Services Representative IThe 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.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:Purposefully Member-ObsessedWe 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.Possibilities ReimaginedWe 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.Performance Excellence Rooted in Unwavering IntegrityWe 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.Essential Functions (What you do)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 are requiredAsking appropriate questions to determine Member needs and identify solutionsEnsure adherence to defined quality management guidelines for each member interactionWork effectively as part of the team in meeting assigned metrics including service level requirements, AUX and hold times, that allow for optimal answering and serving of allWork closely with other departments to provide members with solutions that are beyond areas of expertiseAnswer all calls demonstrating strong professional telephone etiquetteAdhere 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.Knowledge/Skills/Abilities (What you know)Effective phone communication skillsStrong verbal and written communication skillsAbility to demonstrate excellent teamwork skills and contribute to team success by treating others with respect, courtesy, and displaying a "what can I do to help?" attitudeStrong organizational and time management skillsStrong attention to detailAbility to multi-task, including navigating between computer applications while speaking with Members on the phoneProficient in a Windows environment, with the ability to operate office equipmentAbility to work independently but with direct supervision as necessary, and exercise judgment, logic, integrity, and initiativeAbility to maintain confidentialityCompetencies (How you behave)Building Member LoyaltyBuilding PartnershipsCommunicationEmotional IntelligenceAdaptabilityFocus on ResultsDecision MakingExperience (What you have done before)Minimum Requirements (Must have)High school diploma or equivalentOne (1) year of customer service, call center, or related high-volume call experienceOne (1) year of effectively using multiple computer programs simultaneouslyAbility to work comfortably in a fast-paced, high-volume call centerBachelor's Degree may substitute for customer service or call center experienceDemonstrated timely, consistent job attendance historyMust be bondablePreferred Requirements (Nice to have)English/Spanish bilingualCredit Union experienceKnowledge of accounting, credit and lending principlesKnowledge of credit union products and services, policies, procedures, laws and regulationsCulture FitCivic ResponsibilityContinuous ImprovementCustomer FocusInterdepartmental CooperationPersonal GrowthThings You Need to Know Before You ApplyPhysical DemandsThe physical demands described are representative of those that must be met by an employee, with or without accommodation, in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.FrequentSittingUse of hands to finger, handle or feelUse of hands and arms to reachExtensive use of the telephone, requiring the ability to effectively listen and accurately explainComplex informationExtensive use of the computer, requiring the specific vision abilities including close vision, distance vision, peripheral vision, and the ability to adjust focusWork EnvironmentThe work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.This position requires working frequently at UFCU Plaza in Austin, Texas.This position may involve periodic stressful conditionsMay occasionally require an adjusted work schedule, overtime, and evening/weekend hoursFrequent computer uses at a workstation up to two hours at a timeThe noise level in the work environment is usually loudEqual Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.