Remote Contact Center Agent I - New York, United States - United Nations FCU
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. Take responsibility for resolving members' financial inquiries. Ensure compliance with federal and state laws and regulations and UNFCUs Code of Ethics & Business Conduct.
This position is remote. Shifts include: 7:45AM-4:15PM EST, 9:45AM-6:15PM EST; 3:45PM-12:15AM EST.
NYC Salary Range - $48,780 - $50,000 annually; compensation is commensurate to geographic location.
Regardless of seniority or role, uphold UNFCUs 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 UNFCUs 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.
High School diploma, General Education Development (GED), or high school equivalent certificate. Some college coursework is preferred.
Minimum two years of experience in a call center environment.
Excellent oral and written communication skills
Must be service excellence driven, with a professional attitude and empathy
Ability to work independently and in a team environment