What are the responsibilities and job description for the Remote Contact Center Agent I (Bilingual Native Spanish & English) position at United Nations Federal Credit Union?
Why join this team
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 highly skilled Contact Center / Customer Service Agents with expert-level Spanish language abilities and confirmed fluency in both Spanish and English. The ideal candidate will possess strong verbal and written communication skills in Spanish and be able to clearly articulate in English, ensuring seamless and professional interactions with members in both languages. Candidates will undergo a language assessment to evaluate their ability to understand, read, and write in both languages.
Schedule : Initially, the working hours will be 8 : 45 AM - 5 : 15 PM, Monday through Friday, with a rotating Saturday shift. However, please note that this schedule is subject to change based on performance and business needs after six months.
What you'll do
- 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.
What we're seeking
What makes you stand out
Who we are
UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture.
UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws.
