Contact Center Agent I

Accountabilities

• • Deliver exceptional member service: Provide prompt, courteous, and knowledgeable support to internal and external members while consistently demonstrating service excellence behaviors.
  • Support member needs: Respond to inbound calls, emails, and chats covering product information, account details, debit and credit cards, new account establishment for existing members, and other financial inquiries.
  • Build trusted relationships: Identify members’ needs, understand their financial objectives, and present relevant products and services by clearly explaining their features and benefits.
  • Resolve issues effectively: Research member concerns, identify appropriate solutions, and escalate complex or unresolved issues through the correct channels when necessary.
  • Meet performance standards: Consistently work toward contact center KPIs, including schedule adherence, average handle time, quality scores, and other established performance measures.
  • Apply feedback and improve performance: Work closely with supervisors, seek feedback, and implement coaching to meet or exceed service and productivity expectations.
  • Maintain regulatory compliance: Follow applicable laws, regulations, policies, and ethical standards, including Bank Secrecy Act and anti-money laundering requirements.
  • Support financial crime prevention: Remain alert to potentially suspicious activity, complete required regulatory reports accurately and promptly, and maintain current BSA/AML/OFAC training.
  • Participate in organizational activities: Attend required meetings, training sessions, and organizational events and take on additional responsibilities as assigned.
  • Collaborate effectively: Contribute to a positive team environment while working independently and maintaining strong relationships with colleagues and members.

  Requirements

  • Education: High school diploma, GED, or equivalent secondary education credential required; some college coursework is preferred.
  • Customer service experience: At least two years of experience in customer-facing environments such as retail, concierge services, contact centers, banking, or financial services.
  • Organization and multitasking: Strong organizational and prioritization skills, with the ability to manage multiple systems and member interactions simultaneously.
  • Independent work style: Able to work reliably with general supervision, manage responsibilities independently, and remain focused in a remote environment.
  • Goal orientation: Dependable, motivated, and comfortable working toward measurable performance and quality targets.
  • Communication skills: Excellent verbal and interpersonal communication skills, with a professional, empathetic, and service-oriented approach.
  • Relationship building: Ability to establish positive and effective relationships with members and colleagues across different levels of an organization.
  • Technology proficiency: Strong computer skills are expected; intermediate proficiency with Microsoft Word and Excel is a plus.
  • Financial services awareness: Familiarity with banking products, account servicing, or financial services is advantageous.
  • Compliance mindset: Ability to follow established procedures and maintain confidentiality, accuracy, and attention to detail when handling sensitive financial information.
  • Schedule: Availability for the required Monday-Friday shift from 3:15 PM to 12:00 AM.

  Benefits

  • Fully remote position within the United States.
  • Competitive annual salary; the NYC range is $51,000-$55,000, with compensation adjusted based on geographic location.
  • Opportunity to develop expertise in customer service, banking, and financial services.
  • Structured training, coaching, and professional development opportunities.
  • Collaborative and purpose-driven work environment.
  • Inclusive workplace committed to diversity and equal opportunity.
  • Exposure to a global membership base and meaningful financial service interactions.
  • Opportunities to contribute to a service-focused organization and build long-term professional skills.