Member Communications Specialist
HybridAustin, Texas, United States
Job Summary
Monitor Medallia survey responses, evaluate feedback trends, and assign follow-up activities to relevant departments. Respond directly to member concerns via phone, email, and other remote channels, performing service recovery outreach for detractor and at-risk members. Partner with Retail, Marketing, Contact Center, and operational teams to resolve issues within defined service levels. Prepare regular reports on member satisfaction and emerging trends while collaborating with leadership to enhance feedback processes. Research member inquiries to provide accurate product and service information, ensuring adherence to quality standards and confidentiality. Maintain high-volume interaction capacity across multiple communication platforms while meeting assigned response-time expectations.
Required Qualifications
- 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
- A bachelor's Degree may substitute for customer service or call center experience
- Demonstrated timely, consistent job attendance history
- Must be bondable
- English/Spanish bilingual
- Financial industry experience
- Credit Union experience
- 2 years UFCU call center experience
- Knowledge of accounting, credit, and lending principles
- Knowledge of credit union products and services, policies, procedures, laws, and regulations
- Ability to effectively build relationships, establish rapport, communicate information, and diplomatically respond to requests from the department
- 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 spoken and 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 displaying a 'what can I do to help?' attitude
- Strong organizational and time management skills
- Strong attention to detail
- Ability to maintain confidentiality
- Ability to effectively demonstrate accountability
- Ability to work independently and exercise judgment, logic, integrity, and initiative
- Proficient in a Windows environment, with the ability to operate office equipment
- Adaptability
- Building Member Loyalty
- Building Partnerships
- Communication
- Emotional Intelligence
- Focus on Results
- Decision Making
- May occasionally require an adjusted work schedule, overtime, and evening/weekend hours
- Hybrid work schedule that is a combination of work from home and in-office
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