Contact Center Advisor

Mid Hudson Valley Federal Credit Union•Kingston, NY

7d•Remote

About The Position

We are currently seeking a Full Time Contact Center Advisor to join our team. The role of the Contact Center Advisor is to assist members with their Credit Union needs over the phone and explaining products and services, opening new accounts, processing loan requests, responding to problems, making recommendations to satisfy member needs, and directing members to the appropriate individuals as needed. Successful candidates will be responsible to attain established goals for cross selling credit union products and services. The ability to speak Spanish is an asset for this position. This role includes Saturdays and rotating shifts during the week to be a part of the regularly scheduled workweek. This is a remote position; candidates must be local and reside within a 25-mile radius of any of our branch locations. Candidates must be able to report to a branch if necessary.

Requirements

One year to three years of similar or related experience.
A high school education or GED.
Personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involving a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Strong time management skills, the ability to manage multiple workloads with successful results, and the ability to work independently. Organizational skills, excellent verbal and written communication skills, and listening skills are important for success in this role. This also includes maintaining accuracy with numbers and names, problem analysis, problem resolution, above average interpersonal skills and strong computer skills (i.e., Microsoft Office).
Candidates must be able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs. Must be capable of climbing / descending stairs in an emergency situation. A normal range of vision and hearing abilities required. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
Candidates must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team and being able to read and carry out various written instructions and follow oral instructions. They also must be able to complete basic mathematical calculations, spell accurately, and understand computer basics as well as speak clearly and deliver information in a logical and understandable sequence.
Candidates must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Being able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace is crucial to this role, as well as being able to effectively handle multiple, simultaneous, and changing priorities and being capable of exercising highest level of discretion on both internal and external confidential matters.
Work is generally performed within an office environment, primarily in a climate-controlled environment with minimal safety/health hazard potential. Sedentary, sitting, standing, walking, occasional lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use, standard office equipment available.

Nice To Haves

The ability to speak Spanish is an asset for this position.

Responsibilities

Accurately completing transactions while assisting members in the Contact Center, while maintaining confidentiality and complying with MHV's policies and procedures, as well as maintaining productivity standards in support of department goals regarding service levels and speed.
Maintaining a highly developed knowledge level of MHV's products and services to assists members and potential members with inbound telephone requests and multimedia inquiries while upholding MHV Service Standards, including open and close accounts, answer questions about products and services, resolve problems that are within authority to resolve and refer problems that are beyond authority to a supervisor, along with recommendations.
Identifying all cross-selling opportunities and actively promoting and selling credit union products and services through daily telephone contact with existing and potential members.
Processing loan requests, answering loan related questions, researching and solving lending problems, providing members with information on rates, terms, and alternate methods of financing. This also includes promoting and educating members about debt protection products.
Assisting members with our Home Banking suite of products, including but not limited to, answering the proprietary e mails from our Home Banking vendor on a daily basis, and answering the Web site e mail daily.
Accepting information relating to domestic wire transfers, performing OFAC inquiries, completing the verification process and obtaining necessary authorizations prior to submission to the Accounting Department.