Member Communications Specialist

About UFCU

Founded in 1936, UFCU has grown to serve Members across 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-Obsessed

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.

Possibilities Reimagined

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.

Performance Excellence Rooted in Unwavering Integrity

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.

Essential Functions

Member Communications

Provide an excellent Member experience by:

• Responding accurately, directly, and succinctly to routing questions from members via email meeting service level agreements.
• Deliver service requests from other departments meeting service level agreements.
• Complete requests including but not limited to account inquiries, transactions, and maintenance
• Process remote wires, performing secondary calls to members for verification in adherence to security protocols meeting service level agreements.
• Ensure adherence to defined quality measurement guidelines for each member interaction
• Work effectively as part of the team in meeting assigned service level requirements to allow for optimal service and response time
• Work closely with other departments to provide members with solutions that are beyond areas of expertise

• Adheres to all company policies, procedures, and business ethics code
• Completes required regulatory training as assigned
• Maintains 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

• Effective email and written communication skills
• Ability to work collaboratively within a team environment in an effort to foster team success
• Strong attention to detail
• Strong organizational and time management skills
• Ability to learn new tasks and skills effectively and in a timely manner
• Ability to multi-task, including navigating between computer applications while researching and completing member requests
• 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

Core Competencies

• Demonstrating Member Obsession
• Demonstrating Performance Excellence
• Demonstrating Innovation

Experience

Minimum Requirements

• High school diploma or equivalent
• Minimum of one (1) year Customer Service or related high-volume service experience
• Minimum of one (1) year effectively using multiple computer programs simultaneously
• Ability to work comfortably in a fast-paced, high-volume service environment
• Bachelor’s Degree may substitute for Customer Service experience
• Demonstrated timely, consistent job attendance history
• Must be bondable

Preferred Requirements

• 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

Physical Demands

The physical demands described are representative of those that must be met by an employee, with or without accommodation, 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

• While performing the duties of this job, the employee is regularly required to sit at desk; use hands to finger, handle or feel; reach with hands and arms; and talk or hear
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and ability to adjust focus
• Employee will make use of the telephone and virtual communication platforms requiring the ability to effectively and accurately explain complex information

Work Environment

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.

• This position requires working approximately 50% from home and 50% from 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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