Bilingual French Contact Center Agent I

Job Summary

Under general supervision, provide exceptional service to UNFCU membership and colleagues promptly and courteously within established guidelines. Build and maintain effective relationships and engage in diligent problem solving. Responsible for determining members' financial needs and resolving their financial inquiries. Ensure compliance with country, federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct.

Compensation

NYC Salary Range - $51,000 - $55,000 annually; compensation is commensurate to geographic location.

Responsibilities

• Build and maintain effective relationships and engage in diligent problem solving.
• Determine members' financial needs and resolve their financial inquiries.
• Ensure compliance with country, federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct.
• Respond to calls, emails or chats in all inbound queues related to product information, account details, debit/credit card inquiries, establishing new accounts for existing members, etc.
• Identify, research, and resolve member issues by providing knowledgeable and professional service.
• Escalate concerns using appropriate channels.
• Comply with Contact Center Key Performance Indicator (KPI) goals such as adherence to schedule, average handle time, quality scores, etc.
• Seek and implement feedback from assigned supervisor to ensure performance expectations are met.
• Attend meetings, trainings and organizational events, as directed by management.
• Perform additional responsibilities as assigned.
• Uphold UNFCU’s compliance with the Bank Secrecy Act and anti-money laundering policies and procedures, including:
• Maintain awareness of and report suspicious activity.
• Complete all relevant BSA reports promptly and accurately (e.g. CTRs, SARs).
• Complete annual BSA/AML/OFAC training.

Qualifications

• High School diploma, General Education Development (GED), or high school equivalent certificate.
• Some college coursework is preferred but not required.
• Minimum 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 skills with the ability to work independently and manage multiple systems simultaneously.
• Goal-oriented, dependable, and motivated to achieve key performance indicators while contributing effectively in a team environment.