[Remote] Contact Center Specialist I

Note: The job is a remote job and is open to candidates in USA. Hudson Valley Credit Union is currently recruiting for the position of Contact Center Specialist I. The primary function of this role is to serve as the main point of contact for members, providing high-quality service through various communication channels while managing inquiries related to account management and banking products.ResponsibilitiesProvide 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 PartnersIdentify, 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 goalsComply 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 metConsistently contribute to Credit Union’s initiative of continuous improvement by communicating suggestions that will enhance revenue, reduce expenses and/or streamline and improve operationsAdhere 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 assignedEmbrace and apply HVCU’s guiding principles to all activities and responsibilities. This includes the Credit Union’s Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union’s initiatives by demonstrating teamwork and professionalismResponsible for regular and predictable attendance including punctualitySkillsHigh School Diploma, General Education Development (GED) certificate, or state authorized high school equivalent certificate requiredRegistration with the National Mortgage Licensing System and Registry (NMLS) requiredProven ability to quickly learn and adapt to new software tools, platforms, and digital systemsDemonstrated experience using productivity and collaboration tools such as Microsoft 365Minimum 1 Year Experience in a call center environment experience preferredMinimum 2 years Sales experience, preferably in the financial service industry preferredBenefitsBase & Variable Pay StructuresPaid Personal, Holiday & Volunteer Time OffProfessional Development & TrainingStudent Loan Repayment & Tuition Reimbursement ProgramsMedical, Dental & Vision Coverage401(k) With Employer Match & Non-Elective Employer ContributionLife, Short-term & Long-term Disability InsurancesDiscounted Loan Rates & FeesCompany OverviewHudson Valley Credit Union offers online banking, insurance and financial services. It was founded in 1963, and is headquartered in Poughkeepsie, New York, USA, with a workforce of 501-1000 employees. Its website is https://www.hvcu.org/.