Job 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 UNFCU's Code of Ethics & Business Conduct.

We are seeking highly skilled Contact Center Agents with expert-level French language abilities and confirmed fluency in both French and English. The ideal candidate will possess strong verbal and written communication skills in French 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 7:00 AM - 3:00 PM, Monday through Friday, with a rotating Saturday shift at 8:45AM-5:15PM. However, please note that this schedule is subject to change based on performance and business needs after six months.

This position is expected to be hybrid (1x/month)

• 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.
• Bi-lingual in English and French
• 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

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