Manage escalations and support projects within a call center environment. Manage difficult and complex member and inter-departmental situations. Execute member service resolution with a high degree of success. Utilize discretion responsibly when resolving member complaints.
Assist Call Center staff with all member service escalation inquiries; successfully defuse escalations and improve overall member experience.
Exercise independent judgment while complying with federal regulations and UNFCU policies, procedures, and standards.
Analyze member issues through root-cause and problem management as it relates to recurring issues.
Follow processes and operational policies in selecting methods and techniques for obtaining solutions.
Take a lead role in the creation and continuing maintenance of complaints reporting and tracking systems. Provide feedback/reports to relevant stakeholders and parties.
Conduct root cause analysis to identify fail points and opportunities for improvement within all areas of call center operations.
Develop and deliver coaching, mentoring and training to team members in relation to complaints management and member care support education initiatives.
Keep staff motivated via ongoing feedback and development pertaining to escalation. Devise strategies to ensure staff can satisfactorily meet individual and department standards for First Contact Resolution (FCR).
Ensure that staff meet 100% resolution goals for all complaints promptly, providing responses and redress that address complainants’ concerns.
Collaborate with supervisors and other team members to establish a positive team environment that supports and reinforces best-in-class member service practices.
Partner with management in the development of procedures and policies to improve the handling of complaints across member operations.
Interface with other departments to develop and implement escalation handling programs.
Perform supervisor coverage as needed.
Perform other duties as assigned by management.
Associate’s degree (or some college coursework completed) and 3-5 years in a call center environment, preferably within the banking/financial services industry
Previous responsibility for coaching/mentoring/training others preferred
Thorough knowledge of department policies and procedures
Microsoft Office proficiency
Knowledge of Contact Center Management systems and reports preferred
Attention to detail
Strong work ethic and accountability
Ability to work independently with little supervision
Personable and outgoing; enjoys working with people and is able to handle high-stress situations with grace
Strong analytical and problem solving skills
Ability to evaluate with confidence while using a non-judgmental approach
Ability to organize work and set priorities in a fast paced environment
Ability to manage relationships at all levels throughout the organization
Excellent oral and written communication skills
Must be dependable and self-motivated
Standard office conditions
Willingness to work flexible shifts and extended hours, including weekends, when necessary to meet department needs
In addition to any specific job requirements in connection with Bank Secrecy Act and/or OFAC (BSA), employee must (i) be aware of BSA matters commensurate with the position; (ii) report any suspicious activity to the manager or compliance department; and (iii) satisfactorily complete any required BSA training.
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The United Nations Federal Credit Union (UNFCU), founded in 1947, is a member-owned, not-for-profit cooperative that offers a full suite of banking, investment and insurance products and services to the global UN community. We have more than 100,000 members in over 200 countries, assets in excess of USD $4B, and more than 400 employees. UNFCU is committed to social responsibility and we support causes worldwide. Headquartered, and with branches, in New York City and an office in Washington, D.C., UNFCU has representative offices in Geneva, Switzerland; Vienna, Austria; Nairobi, Kenya, and Rome, Italy. For more information, visit www.unfcu.org.
As an employer, our benefits are second to none, and include comprehensive medical, dental and vision; 401k with dollar for dollar matching contributions and immediate vesting; a generous pension; tuition reimbursement; company paid life & disability coverage; and flexible spending accounts to name a few!
Our diversity, openness and continual employee development have helped us align our core values with that of our stakeholders – the UN community.
An Equal Opportunity & Affirmative Action Employer; we foster diversity.