About the position
Responsibilities
• Provide exceptional service to UNFCU membership and colleagues promptly and courteously.
• 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 UNFCU’s Code of Ethics & Business Conduct.
• Respond to calls, emails, or chats in all inbound queues related to product information, account details, and debit/credit card inquiries.
• Establish new accounts for existing members.
• Identify, research, and resolve member issues by providing knowledgeable and professional service.
• 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.
Requirements
• 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.
• Service excellence driven with a professional attitude and empathy.
• Ability to work independently and in a team environment.
Nice-to-haves
• Call center experience.
• Strong customer service experience.
