Contact Center Specialist I

• 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. 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 professionalism.
  
• Responsible for regular and predictable attendance including punctuality.
  

• High School Diploma, General Education Development (GED) certificate, or state authorized high school equivalent certificate required
• Minimum 1 Year Experience in a call center environment experience preferred

If you are interested in a rewarding career in financial services, HVCU is looking to hire motivated, high-performers to work for a socially-conscious company with an award-winning benefits package. Consistently named one of the Best Companies to work for in New York, Hudson Valley Credit Union is a community chartered financial institution serving members in 12 counties along the Hudson River from the Lower Hudson River Valley north to the Capital Region.

We offer care for our employee family and are deeply rooted within our local communities. With our co-workers’ support, valued benefits, continuous training, professional development and growth, we are motivated, high performers who excel and grow here every day. We are passionate about improving our member’s financial well-being and thrive on delivering exceptional member service. Come join us in our mission to create successful futures for members, employees, and communities, one relationship at a time.

• Medical, Dental, and Vision coverage
• 401(k) with employer match and non-elective employer contribution
• Paid time off (PTO) and paid holidays
• Flexible Spending Account (medical & dependent care)
• Life Insurance
• Short-Term and Long-Term Disability Insurance
• Employee Assistance Program
• Wellness Activity Reimbursements
• Educational Assistance Program
• Professional Development Programs
• Discounted Loan Rates & Fees