Remote Contact Center Agent I

UNFCU; United States; On-site; USD 51,000 - 55,000; Full time

Job summary

UNFCU is seeking a remote customer service professional to assist members with financial needs and account inquiries. You will handle calls, emails and chats, resolve issues, and maintain strong member relationships while adhering to compliance standards.

The role emphasizes service excellence and problem solving, with a NYC salary range of $51,000–$55,000 annually, and a Monday–Friday 3:15 PM–12:00 AM shift.

Qualifications

• Minimum education: High School diploma or GED; some college preferred.
• 2+ years of experience in customer service, banking or financial services.
• Strong organizational, multitasking and prioritization skills.

Responsibilities

• Provide exceptional service to UNFCU members and colleagues promptly and courteously.
• Respond to calls, emails or chats in inbound queues with product information and account details.
• Establish new accounts for existing members and resolve inquiries with professional service.
• Identify, research, and resolve member issues; escalate as needed.
• Comply with KPI goals, maintain adherence to schedule, and contribute to team goals.
• Attend meetings, trainings and organizational events; perform additional duties as assigned.
• Uphold BSA/AML/OFAC policies and complete required training.

Skills

Customer service

Communication

Problem solving

Relationship building

Time management

Multitasking

Attention to detail

Teamwork

Education

High School diploma/GED

Some college coursework

Job description

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.

This position is remote. The shift for this position is 3:15PM - 12:00AM Monday-Friday

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

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• 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.
• Provide internal and external member service by responding 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. When needed, 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. Actively 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
    
• 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