Member Services Specialist

Description

Member Services Specialist | Location: 11149 Research Blvd, Austin, TX 78759 | Schedule: 8:00AM- 4:30PM | Salary Range: $46,000-$52,000 | FLSA Status: Nonexempt

At Austin Telco Federal Credit Union, we’re dedicated to making a positive impact on our members, our community, and each other. If you’re someone who enjoys helping members, working with complex accounts, and providing accurate, exceptional service across multiple channels, our Member Services Specialist position could be your next great opportunity. Come grow with us and make a difference every day.

What You'll Do

Member Support and Multi Channel Service

• Provide accurate, courteous, and prompt service to members through multichannel support including phone, email, secure messaging, in person interactions and other digital communications
• Open and update accounts for members, ensuring all products, services, fees, and qualifications are disclosed
• Provide thorough knowledge and daily assistance in complex account handling, including personal, business, IRA, Trust, and Estate accounts
• Answer member and staff questions regarding accounts, products, and services
• Provide Notary Services as needed
• Complete account asset verifications

Auditing and Compliance

• Review and audit accuracy of share certificates online and in branch
• Apply full understanding of CIP and CDD policy and ensure all accounts meet identification and documentation requirements
• Audit IRA transactions including maintaining audit logs
• Conduct account change card audits
• Ensure all account documents are accurately completed, audited, and scanned in a timely manner
• Review and process certificate renewal reports, ensuring accuracy and mailing renewal receipts
• Process incoming and outgoing IRA transfers
• Monitor suspected fraud and ensure appropriate UAR filings when necessary
• Daily monitoring and cancellation of expired account applications to remain compliant with CIP
• Audit online accounts and shares opened, verifying documents and clearing red flags to reduce risk
• Close accounts ensuring there are no loan balances, outstanding transactions, or open safe deposit boxes
• Review daily reports and take appropriate action

Annual and Periodic Processes

• Assist with annual IRS reporting and tax form processing
• Assist with annual escheatment processing and reporting

Collaboration and Training

• Assist with training of new employees and support onboarding processes
• Provide support to the Digital Account Support Specialist
• Support department communication by responding to TEAMS messages
• Recommend process improvements to enhance member service, expand membership, and engage team members

What You Bring

• High school diploma or GED
• Minimum of one (1) year of related experience in a credit union or bank.
• Thorough knowledge of complex account handling, including IRAs, Trusts, Estates, and business accounts
• Strong verbal and written communication skills
• Ability to audit and verify account documentation with accuracy
• Integrity and professionalism in all actions
• Demonstrated experience opening personal and business accounts.
• Ability to apply CIP requirements accurately and consistently.
• Strong attention to detail with proven accuracy in data entry.
• Ability to follow written, verbal, and diagram-based instructions.
• Ability to work effectively in both individual and team environments.
• Strong time management skills and the ability to manage multiple priorities.
• Integrity and professionalism in all actions

Preferred Experience

• Prior experience auditing share certificates and IRA transactions
• Knowledge of AVS/SSV asset verifications
• Bilingual in Spanish and English

Why You'll Love Working Here

• We're more than a credit union — we're a community
• Supportive culture with opportunities for growth and development
• Mission-driven organization rooted in respect, empathy, service, integrity, and cooperation
• Opportunity to build strong member relationships while supporting accurate, compliant, and exceptional service

Additional Requirements

• Good credit standing (verified prior to interview)
• Successful background check and drug screening upon offer

Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees.