Job Summary

The Member Communication Specialist serves as UFCU's primary point of contact for managing and responding to member feedback received through Medallia surveys. This role is responsible for monitoring member satisfaction, responding to concerns, coordinating follow-up activities across the organization, and identifying trends that improve the overall member experience. In addition, the specialist supports member communications by responding to inquiries via email and other remote channels, providing accurate, timely, and professional service.

The position partners closely with Retail, Marketing, Contact Center, and Operational teams to ensure member concerns are resolved and service recovery efforts are completed within defined service levels.

About UFCU

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-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

• Monitor, evaluate, and manage incoming Medallia survey responses.
• Respond directly to members via phone, email, or other communication channels to address concerns and improve satisfaction.
• Perform service recovery outreach for detractor and at-risk member feedback.
• Assign survey follow-up activities to the appropriate departments and leaders based on member feedback.
• Partner with branch, contact center, lending, operations, and support teams to facilitate timely follow-up and issue resolution.
• Analyze feedback trends and recurring themes to identify opportunities for process, service, and experience improvements.
• Prepare regular reporting and updates regarding member satisfaction, service recovery outcomes, and emerging trends.
• Collaborate with Marketing and organizational leadership to enhance member feedback processes and maximize the value of member insights.
• Respond to member inquiries received through remote communication channels, including email and other digital correspondence.
• Research member questions and requests to identify appropriate solutions and provide accurate information regarding UFCU products and services.
• Complete routine member requests, account maintenance activities, and service inquiries in accordance with established procedures.
• Ensure adherence to quality standards and service expectations for every member interaction.
• Meet assigned service level and response-time expectations while maintaining a high-quality member experience.

Knowledge/Skills/Abilities

• 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

Competencies

• Adaptability
• Building Member Loyalty
• Building Partnerships
• Communication
• Emotional Intelligence
• Focus on Results
• Decision Making

Experience

Minimum Requirements

• 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

Preferred Requirements

• 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

Motivational Fit

Organizational Fit

• Core Values
• UFCU Mission
• UFCU Vision
• 7 Credit Union Principles

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 requires 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 may involve periodic stressful conditions.
• 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
• Frequent computer use at a workstation up to two hours at a time.
• The noise level in the work environment is usually loud.

INDUFCU

Equal 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.