Contact Center Representative (Spanish)

Job Title: Contact Center Representative (Spanish)

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. As part of the UFCU Bilingual Talent Pathway Program in partnership with Austin Community College (ACC), this role focuses on delivering exceptional service to our diverse membership, including primarily Spanish-speaking Members.

The MSR I responds to a high volume of calls, assisting Members with routine requests under direct supervision. They effectively ask appropriate questions to understand Member needs, communicate solutions, and resolve issues promptly. This position combines professional development opportunities with a structured work schedule designed to meet Member needs while accommodating academic commitments. The role requires 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.

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.
• Asking appropriate questions to determine Member needs and identify solutions.
• Ensuring 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, to ensure optimal answering and service for all Members.
• Collaborate with other departments to provide Members with solutions beyond your expertise.
• Answer all calls demonstrating strong professional telephone etiquette.
• Participate in training focused on Spanish-language communication, customer service best practices, and UFCU operational systems.
• Adhere to all company policies, procedures, and business ethics codes.
• Complete required regulatory training as assigned.
• Maintain strict adherence to all laws, rules, regulations, and internal controls specific to your role, including but not limited to the Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC, and Fair Lending regulations.

Knowledge/Skills/Abilities (What you know)
• Effective phone communication skills, with a strong focus on Spanish fluency for Member interactions and basic English comprehension to navigate internal systems and training materials.
• Strong verbal and written communication skills in Spanish; ability to use English as needed for internal operations and collaboration.
• 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.
• 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 with direct supervision as necessary and exercise judgment, logic, integrity, and initiative.
• Ability to maintain confidentiality.

Experience 

Minimum Requirements (Must have)
• High school diploma or equivalent.
• At least one (1) year of customer service experience (call center experience is not required).
• Enrollment at Austin Community College (ACC) as a part-time student or higher.
• Language Proficiency:
• Spanish: Business-level fluency (Level 10 on the ALTA Language Proficiency Scale).
• English: Basic comprehension (Level 6 on the ALTA Language Proficiency Scale).
• Candidates must pass both the Spanish and English ALTA Language Proficiency exams to be considered for the role.
• One (1) year of effectively using multiple computer programs simultaneously.
• Demonstrated timely, consistent job attendance history.
• Must be bondable.

Preferred Requirements (Nice to have)
• Previous experience in a bilingual customer service role.
• Familiarity with serving diverse communities or Spanish-speaking populations.
• Credit union experience.
• Knowledge of credit union products and services, policies, procedures, laws, and regulations.

Work Schedule (What to expect)
This position requires a structured work schedule designed to meet Member needs while accommodating academic priorities. Candidates must be available to work Monday-Friday, 8 a.m.-5:30 p.m., and every other Saturday, 10 a.m.-2 p.m.

Things You Need to Know Before You Apply

Physical Demands:
• Frequent sitting.
• Use of hands to handle or feel.
• Extensive use of the telephone and computer, requiring close vision and the ability to adjust focus.

Work Environment:
• Requires working at UFCU Plaza in Austin, Texas, for at least 50% of scheduled hours.
• Periodically requires an adjusted work schedule, overtime, or evening/weekend hours.
 

Things You Need to Know Before You Apply

Physical Demands

The 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.

Frequent

• Sitting
• Use of hands to finger, handle or feel
• Use of hands and arms to reach
• Extensive use of the telephone, requiring the ability to effectively listen and accurately explain
• Complex information
• Extensive use of the computer, requiring the specific vision abilities including close vision, distance
• vision, peripheral vision, and the ability to adjust focus

Work Environment

The 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 conditions
• May occasionally require an adjusted work schedule, overtime, and evening/weekend hours
• Frequent computer uses at a workstation up to two hours at a time
• The noise level in the work environment is usually loud

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