Digital Relationship Advisor

Hudson Valley Credit Union • Poughkeepsie, NY

2d

About The Position

Hudson Valley Credit Union is recruiting a Digital Relationship Advisor to proactively call members from management-provided lists and engage them in meaningful conversations that lead to new loan applications. Through cross-selling, the advisor identifies opportunities to provide other Credit Union products and services that meet members’ needs. The role also onboards and welcomes members acquired through digital, online, or indirect lending channels, supports member service, and contributes to sales, service, and operational goals.

The advisor builds long-term financial relationships by identifying member needs and recommending appropriate solutions, including those offered by Credit Union Business Partners. The position requires professional handling of member questions and concerns, resolution or escalation of issues, adherence to performance measures and Credit Union policies, and participation in training, continuous improvement, and organizational initiatives. The employee is expected to apply HVCU’s guiding principles and maintain regular, predictable, and punctual attendance.

Requirements

• High school diploma, GED certificate, or state-authorized high school equivalent certificate.
• Registration with the National Mortgage Licensing System and Registry (NMLS).

Nice To Haves

• At least one year of outbound call center experience.
• At least one year of work history in a credit union or financial institution.

Responsibilities

• Onboard and welcome new members acquired through digital, online, or indirect lending channels, and increase product penetration as part of an onboarding strategy.
• Engage members and build relationships by identifying and recommending solutions to their financial needs.
• Respond to internal and external member questions and concerns about products, account details, loan applications, and establishing new accounts for existing members.
• Identify member needs and recommend solutions, including those offered by Credit Union Business Partners, to establish long-term financial relationships.
• Research and resolve member issues professionally, escalating concerns through appropriate channels when necessary.
• Contribute to organizational, departmental, and personal sales and service goals.
• Meet department KPIs, including schedule adherence, average handle time, and quality monitoring scores, and seek and implement supervisor feedback.
• Support management by conducting training for new or current staff.
• Suggest improvements that may enhance revenue, reduce expenses, or streamline operations.
• Follow Credit Union policies, procedures, and regulatory requirements; complete required and recommended training, including Bank Secrecy Act training, and demonstrate attained knowledge.
• Participate in Credit Union teams, projects, and strategic initiatives when opportunities arise.
• Perform additional duties and special projects as assigned.
• Apply HVCU’s mission, vision, core values, value propositions, sales and service model, and Lean Six Sigma commitment to work activities.
• Demonstrate teamwork and professionalism in support of Credit Union initiatives.
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED