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

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 UNFCU’s Code of Ethics & Business Conduct.

We are seeking Native Spanish speakers with the ability to understand, express oneself, and write in Spanish fluently. Must be bilingual in Spanish & English, and can demonstrate proficiency in both languages. 

This position is remote. Shifts include: 8:45AM-4:15PM EST Monday - Friday w/ rotating Saturdays and alternate day off 

NYC Salary Range - $48,780 - $50,000 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.

• 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