UNFCU · 3 hours ago

Remote Contact Center Agent I (Bilingual Native Spanish & English)

Queens, NY

Full-time

Remote

Entry Level

2+ years exp

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AccountingFinance

Insider Connection @UNFCU

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

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.

Qualification

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SpanishCall Center ExperienceFinancial Industry Knowledge