Contact Center Specialist I
About The Position
Hudson Valley Credit Union is seeking a Contact Center Specialist I to serve as a primary liaison between the credit union and its members. The role delivers high-quality service through telephone and digital channels, handles inquiries about account management, transactions, and banking products, and builds member relationships by identifying financial needs and recommending tailored solutions. The specialist supports members through inbound and outbound communications, resolves issues, contributes to sales and service goals, and follows performance standards, credit union policies, and regulatory requirements. The role also participates in training, continuous improvement, teamwork, and other projects as assigned. This is a local remote position for candidates in Orange, Dutchess, Ulster, Westchester, Putnam, or Rockland Counties, with reliable high-speed internet, a quiet and professional home workspace, and the ability to commute to headquarters when needed.
Requirements
- High school diploma, GED certificate, or state-authorized high school equivalent certificate.
- Registration with the National Mortgage Licensing System and Registry (NMLS).
- 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.
- For local remote work, residence in Orange, Dutchess, Ulster, Westchester, Putnam, or Rockland County; reliable high-speed internet; a quiet and professional home workspace; and ability to commute to headquarters when necessary.
Nice To Haves
- At least one year of call center experience.
- At least two years of sales experience, preferably in the financial services industry.
Responsibilities
- Respond to inbound calls about product information, account details, loan applications, and opening new accounts for existing members; conduct outbound calls as directed.
- Build long-term member relationships by identifying needs and recommending appropriate solutions, including those offered by Credit Union Business Partners.
- Research and resolve member issues professionally and knowledgeably, escalating concerns through appropriate channels when necessary.
- Contribute to organization, department, and individual sales and service goals.
- Meet Contact Center Key Performance Indicator goals, including schedule adherence, average handle time, and quality monitoring scores; seek and implement supervisor feedback.
- Communicate suggestions for continuous improvement that may enhance revenue, reduce expenses, or streamline operations.
- Follow credit union policies, procedures, and regulatory requirements, and participate in required and recommended training, including Bank Secrecy Act training.
- Participate in credit union teams, projects, and strategic initiatives when opportunities arise, and perform additional duties and special projects as assigned.
- Apply HVCU’s guiding principles, mission, vision, core values, value propositions, sales and service model, and Lean Six Sigma practices; demonstrate teamwork and professionalism.
- Maintain regular and predictable attendance, including punctuality.
Benefits
- Base and variable pay structures
- Paid personal, holiday, and volunteer time off
- Professional development and training
- Student loan repayment and tuition reimbursement programs
- Medical, dental, and vision coverage
- 401(k) with employer match and non-elective employer contribution
- Life, short-term disability, and long-term disability insurance
- Discounted loan rates and fees
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
