Contact Center Agent I

Responsibilities

• 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.
• 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.
• Utilize the service excellence model to become a trusted advisor and deepen member connections by identifying members’ needs and presenting the features and benefits of UNFCU’s products and services.
• 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 when needed.
• 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.

Requirements

• 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.