Part Time Contact Center Specialist I

About the role

Serve as the primary liaison between Hudson Valley Credit Union (HVCU) and our members by delivering high-quality service through telephone and digital communication channels. Handle a broad range of inquiries related to account management, transaction processing, and banking products. Build and strengthen member relationships by identifying financial needs and recommending tailored solutions that support their financial well-being.

Responsibilities

• Provide internal and external member service by responding to calls in all in-bound queues related to product information, account details, loan applications, and establishing new accounts for existing members.
• 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. Escalate concerns using the appropriate channels when needed.
• Contribute to the attainment of organization, department, and personal sales and service goals.
• Comply with Contact Center Key Performance Indicators (KPIs) such as adherence to schedule, average handle time, and quality monitoring scores.
• Actively seek and implement feedback from supervisors to ensure performance expectations are met.
• Consistently contribute to the Credit Union’s initiative of continuous improvement by communicating suggestions that enhance revenue, reduce expenses, and/or streamline operations.
• Adhere to all Credit Union policies, procedures, and regulatory agency requirements.
• Participate in all required and recommended training and development, including Bank Secrecy Act (BSA) training, and demonstrate attained knowledge.
• Participate in Credit Union teams, projects, and strategic initiatives as opportunities arise.
• Perform additional duties and special projects as assigned.
• Embrace and apply HVCU’s guiding principles, including 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.
• Maintain regular and predictable attendance, including punctuality.

Requirements

• High School Diploma, General Education Development (GED) certificate, or state-authorized high school equivalent certificate required.
• Registration with the National Mortgage Licensing System and Registry (NMLS) required.
• Proven 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.
• Minimum 1 year of experience in a call center environment preferred.
• Minimum 2 years of sales experience, preferably in the financial services industry, preferred.

Remote Work Requirements

• Local remote position available for candidates in Orange, Dutchess, Ulster, Westchester, Putnam, or Rockland Counties.
• Must have access to reliable, high-speed internet.
• Home office/work environment should be in a quiet and professional setting.
• Must be able to commute to the HQ building when necessary.

Benefits

• Base and variable pay structures.
• Paid personal, holiday, and volunteer time off.
• Professional development and training opportunities.
• 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, and long-term disability insurances.
• Discounted loan rates and fees.