Contact Center Representative

3 weeks ago

Austin, United States UFCU Full time

**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. 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.

Consistently receiving awards as the Top Credit Union and Top Mortgage Company, Healthiest Employer, Gallup’s Exceptional Workplaces, and Best Places for Working Parents, UFCU is proud of its people-first culture. We value our employees as much as our Members. We offer an environment where people care about each other - like family. 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.

**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 required
- Asking 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, AUX and hold times, that allow for optimal answering and serving of all
- Work closely with other departments to provide members with solutions that are 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 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 skills
- Strong verbal and written communication skills
- Ability 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?” attitude
- Strong organizational and time management skills
- Strong attention to detail
- 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

**Competencies (How you behave)**
- Building Member Loyalty
- Building Partnerships
- Communication
- Emotional Intelligence
- Adaptability
- Focus on Results
- Decision Making

**Experience (What you have done before)**

**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 call center experience
- Demonstrated timely, consistent job attendance history
- Must be bondable

**Preferred Requirements (Nice to have)**
- 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

**Culture Fit**
- Civic Responsibility
- Continuous Improvement
- Customer Focus
- Interdepartmental Cooperation
- Personal Growth

**Things You Need to Know Before You Apply**

**Physical Demands**

The physical demands described are representative of those that must be me

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