Contact Center Agent I

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver outstanding service to UNFCU members and colleagues in a timely and courteous manner while adhering to established guidelines.

• Foster and sustain effective relationships while engaging in thorough problem-solving.

• Assess members' financial needs and address their financial inquiries.

• Ensure adherence to country, federal, and state laws and regulations, as well as UNFCU’s Code of Ethics & Business Conduct.

• Identify members’ requirements and showcase the features and advantages of UNFCU’s products and services.

• Handle calls, emails, and chats in inbound queues concerning product information, account specifics, debit/credit card inquiries, and setting up new accounts for existing members.

• Identify, investigate, and resolve member issues; escalate concerns through the appropriate channels when necessary.

• Achieve Contact Center KPIs, including schedule adherence, average handle time, and quality scores.

• Participate in meetings, training sessions, and organizational events as directed by management.

• Stay vigilant and report any suspicious activities.

• Accurately and promptly complete relevant BSA reports, including CTRs and SARs.

• Successfully complete annual BSA/AML/OFAC training.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• High School diploma, General Education Development (GED), or equivalent high school certificate.

• Some college coursework is preferred, though not mandatory.

• At least 2 years of experience in customer service roles, such as retail, concierge, call center, and/or banking and financial services.

• Strong organizational, multitasking, and prioritization abilities, with a capacity to work independently and manage multiple systems at once.

• Goal-oriented, reliable, and driven to meet key performance indicators while contributing effectively within a team setting.

• Proficient in computer use, with intermediate skills in Microsoft Word and Excel.

• Exceptional communication and interpersonal skills, with a professional, service-oriented approach and the ability to cultivate positive relationships across all organizational levels.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with employer match.

• Paid time off and holiday pay.

• Professional development opportunities and training programs.

• Employee assistance program and wellness initiatives.