Contact Center Advisor

Mid Hudson Valley Federal Credit Union; City of Kingston (NY); Remote; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical, Dental and Vision

401(k) with employer match

Paid Vacation, Sick time and Holidays

Life Insurance

Disability Insurance

Employee Assistance Program

Tuition Assistance

Professional Development Programs

Discounted Loan Rates and Fees

Job summary

Mid-Hudson Valley Federal Credit Union seeks a Full Time Contact Center Advisor to assist members with their Credit Union needs over the phone, explain products and services, open accounts, process loan requests, and guide members to the right contacts. This remote role requires residency within 25 miles of a MHFCU branch and occasional branch reporting.

A Spanish language ability is considered an asset, with Saturdays and rotating shifts included.

Qualifications

• One to three years of similar or related experience.
• A high school education or GED.
• Strong communication skills and customer service mindset.

Responsibilities

• Assist members in the Contact Center with transactions while maintaining confidentiality.
• Maintain a deep knowledge of MHV products and services to answer inquiries and resolve issues.
• Identify cross-selling opportunities and promote credit union products.
• Process loan requests and discuss rates, terms, and financing options.
• Support Home Banking products and respond to daily emails/web inquiries.

Skills

Communication

Sales

Time management

Microsoft Office

Spanish (asset)

Education

High school diploma or GED

Tools

Microsoft Office

Job description

We are currently seeking a Full Time Contact Center Advisor to join our team. The role of the Contact Center Advisor is to assist members with their Credit Union needs over the phone and explaining products and services, opening new accounts, processing loan requests, responding to problems, making recommendations to satisfy member needs, and directing members to the appropriate individuals as needed. Successful candidates will be responsible to attain established goals for cross selling credit union products and services. The ability to speak Spanish is an asset for this position. This role includes Saturdays and rotating shifts during the week to be a part of the regularly scheduled workweek.

This is a remote position; candidates must be local and reside within a 25-mile radius of any of our branch locations. Candidates must be able to report to a branch if necessary.

Responsibilities for this position include, but are not limited to:

• Accurately completing transactions while assisting members in the Contact Center, while maintaining confidentiality and complying with MHV's policies and procedures, as well as maintaining productivity standards in support of department goals regarding service levels and speed.
• Maintaining a highly developed knowledge level of MHV's products and services to assists members and potential members with inbound telephone requests and multimedia inquiries while upholding MHV Service Standards, including open and close accounts, answer questions about products and services, resolve problems that are within authority to resolve and refer problems that are beyond authority to a supervisor, along with recommendations.
• Identifying all cross-selling opportunities and actively promoting and selling credit union products and services through daily telephone contact with existing and potential members.
• Processing loan requests, answering loan related questions, researching and solving lending problems, providing members with information on rates, terms, and alternate methods of financing. This also includes promoting and educating members about debt protection products.
• Assisting members with our Home Banking suite of products, including but not limited to, answering the proprietary e mails from our Home Banking vendor on a daily basis, and answering the Web site e mail daily.
• Accepting information relating to domestic wire transfers, performing OFAC inquiries, completing the verification process and obtaining necessary authorizations prior to submission to the Accounting Department.

Performance Measurements include:

• Adhering to member service standards set by the Contact Center Advisor playbook and all annual performance metrics.
• Demonstrating a thorough knowledge of the duties and responsibilities of the position, rarely needing to ask questions. Staying abreast of current trends affecting the financial services industry and has an overall knowledge of the credit union, as well as its policies and procedures, and continually expanding knowledge and developing skills.
• Processing member transactions with minimal errors, maintaining good work quality with few exceptions, directing phone calls to the appropriate area with minimum transfers, demonstrating sound judgment when making decisions in normal situations and accepting loan applications in the directed manner.
• Maintaining productivity standards in support of department goals, assisting the organization in achieving the Strategic Goals as identified on our Scorecard and tracked on Inside Scoop.
• Maintaining an acceptable attendance/punctuality record, demonstrating adaptability and flexibility as it pertains to work schedules in order to support current business needs as well as maintaining confidentiality, promoting integrity, and supporting the corporate mission.

Knowledge and Skills:

• One year to three years of similar or related experience.
• A high school education or GED.
• Personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involving a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
  
• Strong time management skills, the ability to manage multiple workloads with successful results, and the ability to work independently. Organizational skills, excellent verbal and written communication skills, and listening skills are important for success in this role. This also includes maintaining accuracy with numbers and names, problem analysis, problem resolution, above average interpersonal skills and strong computer skills (i.e., Microsoft Office).
  
• Candidates must be able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs. Must be capable of climbing / descending stairs in an emergency situation. A normal range of vision and hearing abilities required. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
  
• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
  
• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
• Candidates must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team and being able to read and carry out various written instructions and follow oral instructions. They also must be able to complete basic mathematical calculations, spell accurately, and understand computer basics as well as speak clearly and deliver information in a logical and understandable sequence.
• Candidates must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Being able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace is crucial to this role, as well as being able to effectively handle multiple, simultaneous, and changing priorities and being capable of exercising highest level of discretion on both internal and external confidential matters.
  
• Work is generally performed within an office environment, primarily in a climate-controlledenvironment with minimal safety/health hazard potential. Sedentary, sitting, standing, walking, occasional lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use, standard office equipment available.

Benefits include:

• Medical, Dental and Vision - with no waiting period for coverage!
• 401(k) with employer match and non-elective employer contribution
• Paid Vacation, Sick time and Holidays
• Life Insurance
• Short-Term and Long-Term Disability Insurance
• Employee Assistance Program
• Tuition Assistance Program
• Professional Development Programs
• Discounted Loan Rates and Fees

Equal Employment Opportunity Commitment

Mid-Hudson Valley Federal Credit Union (MHV) is an Equal Opportunity Employer. It is our policy to recruit and select applicants for employment without regard to age, sex, sexual orientation, religion, race, creed, color, national origin, military or veteran status, marital status, disability, genetic information, predisposition or carrier status, domestic violence victim status, or any other status protected by applicable law. Reasonable accommodation is provided in compliance with state and federal law. Please tell us if you require a reasonable accommodation to complete the screening and hiring process or if some sort of change or adjustment to the application/interviewing process is required.