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Role Description

Hudson Valley Credit Union is currently recruiting for the position of Contact Center Specialist I. Primary Function: Serve as the primary liaison between HVCU and our members by delivering high-quality service through telephone and digital communication channels. Handle a broad range of inquiries related to account management, transaction processing, and banking products. Build and strengthen member relationships by identifying financial needs and recommending tailored solutions that support their financial well-being.

• Provide internal and external member service by responding to calls in all in-bound queues related to product information, account details, loan applications, establishing new accounts for existing members, etc.
• Conduct outbound calls as directed.
• Establish long-term financial relationships with members by identifying needs and recommending solutions, including Credit Union Business Partners.
• Identify, research and resolve member issues by providing knowledgeable and professional service.
• If needed, escalate concerns using the appropriate channels.
• Contribute to the attainment of organization, department, and personal sales and service goals.
• Comply with Contact Center Key Performance Indicators (KPIs) goals such as adherence to schedule, average handle time, quality monitoring scores, etc.
• Actively seek and implement feedback from supervisor to ensure performance expectations are being met.
• Consistently contribute to Credit Union’s initiative of continuous improvement by communicating suggestions that will enhance revenue, reduce expenses and/or streamline and improve operations.
• Adhere to all Credit Union policies, procedures, and regulatory agency requirements.
• Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge.
• Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises.
• Perform additional duties and special projects as assigned.
• Embrace and apply HVCU’s guiding principles to all activities and responsibilities.
• Responsible for regular and predictable attendance including punctuality.

Qualifications

• High School Diploma, General Education Development (GED) certificate, or state authorized high school equivalent certificate required.
• Proven ability to quickly learn and adapt to new software tools, platforms, and digital systems.
• Demonstrated experience using productivity and collaboration tools such as Microsoft 365.
• Minimum 1 Year Experience in a call center environment experience preferred.
• Minimum 2 years Sales experience, preferably in the financial service industry preferred.

Requirements

• Local Remote (Orange, Dutchess, Ulster, Westchester, Putnam, Rockland Counties).
• Must have access to reliable and high-speed Internet.
• Home office/work environment should be in a quiet and professional setting.
• Must be able to commute to HQ building when necessary.

Benefits

• Base & Variable Pay Structures.
• Paid Personal, Holiday & Volunteer Time Off.
• Professional Development & Training.
• Student Loan Repayment & Tuition Reimbursement Programs.
• Medical, Dental & Vision Coverage.
• 401(k) With Employer Match & Non-Elective Employer Contribution.
• Life, Short-term & Long-term Disability Insurance.
• Discounted Loan Rates & Fees.