Contact Centre Agents

ABOUT THE COMPANY

Rise & Learn is a Leadership & Human Resource Solutions Organization that believes in impacting lives and multiplying the impact. Our services range from HR Consulting, Outsourcing of HR Services, Coaching and Training Solutions. We take you on a self-discovery journey and build on your strengths to become a better leader in whichever field you play be it at home, work and society at large. Rise & Learn makes it easy to access information necessary for your growth, provides a platform for storytelling, sharing experiences to give others hope and show the way.

JOB SUMMARY

Rise & Learn Global is a Human Resource Solutions Organization that believes in impacting lives and multiplying the impact. Our Vision is to develop world-class leaders in all spheres of life through our solutions which include Human Resource Outsourcing, Consulting, Coaching, Training, Recruitment, and Youth Empowerment programs. For more information visit www.riseandlearn.ke Our client – UNFCU, is a not-for-profit cooperative with a mission to serve the financial needs of the UN community which comprises over 260,000 members globally. UNFCU has an opening for the position of Contact Center Agents. POSITION SUMMARY Reporting to the Member Service Supervisor and under general supervision, Contact Centre Agents will be required to 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. Responsible for determining members' financial needs and resolving their financial inquiries. Ensure compliance with country, federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct

RESPONSIBILITIES

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 Centre 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. Participate in meetings, trainings and organizational events, as directed by management. Provide support to other departments in the organization as directed by management. Perform additional responsibilities as assigned. Uphold UNFCU’s compliance with the Bank Secrecy Act and anti-money laundering policies and procedures, including: Maintain awareness of and report suspicious activity Complete all relevant BSA reports promptly and accurately (e.g. CTRs, SARs) Complete annual BSA/AML/OFAC training TYPE & AMOUNT OF EXPERIENCE University degree 3+ years of proven contact centre experience; banking and financial services preferred TECHNICAL COMPETENCIES Computer proficiency with intermediate Microsoft Word and Excel skills Tech savvy with strong ability to quickly learn and adapt to digital tools, platforms, and systems BEHAVIORAL COMPETENCIES Strong problem-solving skills with the ability to organize work, set priorities, and be dependable Ability to achieve key performance goals Ability to multi-task and utilize multiple systems simultaneously Ability to establish positive relationships at all levels throughout the organization Excellent oral and written communication skills Must be service driven, with a professional attitude and empathy Must have sensitivity and awareness to cultural differences Ability to work independently and in a team environment WORK ENVIRONMENT/CONDITIONS On-site work model Standard office conditions Willingness to work flexible hours; weekend work may be required

REQUIRED SKILLS

Customer service, Conflict and complaint resolution, Customer relations, Call center management, Customer support, CRM systems, Call center operation (customer support)

REQUIRED EDUCATION

Bachelor's degree