Contact Center Specialist I

Hvcu; Town of Poughkeepsie (NY); Hybrid; USD 42,000 - 65,000; Full time

Benefits offered by this job

Pay structure

Paid time off

Professional development

Student loan repayment

Health coverage

401(k) matching

Life and disability insurance

Discounted loan rates

Job summary

Hudson Valley Credit Union is seeking a Contact Center Specialist I to serve as the primary liaison with members via phone and digital channels. You will handle inquiries on accounts, loans, and banking products while identifying needs and offering tailored solutions to support members’ financial well-being.

Ideal candidates have 1+ year in a call center, 2+ years in sales (financial services preferred), and familiarity with Microsoft 365.

Qualifications

• High School Diploma, GED, or equivalent required.
• NMLS registration required.
• Proven ability to learn new software tools and digital systems.
• Experience with Microsoft 365 and collaboration tools.
• Minimum 1 year in a call center; 2 years sales in financial services preferred.

Responsibilities

• Respond to calls in inbound queues and assist with account information, loan applications, and new accounts; conduct outbound calls as needed.
• Identify member needs and offer tailored financial solutions.
• Meet KPIs: adherence, average handle time, quality scores, and continuous improvement suggestions.
• Follow policies, training, and regulatory requirements; participate in Lean Six Sigma culture.
• Maintain regular attendance and professional conduct.

Skills

Customer service

Sales experience

Adaptability

Communication

Education

High School Diploma or GED

NMLS registration

Tools

Microsoft 365

CRM software

Call center software

Job description

Overview

Hudson Valley Credit Union is currently recruiting for the position of Contact Center Specialist I. Primary Function: Serve as the primary liaison between 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, 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.

Qualifications

• 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 Experience in a call center environment experience preferred
• Minimum 2 years Sales experience, preferably in the financial service industry preferred

Remote Work Requirements

• Local Remote (Orange, Dutchess, Ulster, Westchester, Putnam, Rockland Counties)
• Must have access to reliable and high speed Internet.
• Home office/ work environmentshould be in a quiet and professional setting.
• Must be able to commute to HQ buildingwhen necessary.

Why Choose HVCU?

Join a team where your growth matters. At Hudson Valley Credit Union, we offer a supportive, community-focused culture, competitive benefits, and opportunities to grow your career while making a meaningful impact. Come be part of a Great Place to Work!

Employee Perks:

• Base & Variable Pay Structures
• Paid Personal, Holiday & Volunteer Time Off
• Professional Development & Training
• Student Loan Repayment & Tuition Reimbursement Programs
• Medical, Dental & Vision Coverage
• 401(k) With Employer Match & Non-Elective Employer Contribution
• Life, Short-term & Long-term Disability Insurance s
• Discounted Loan Rates & Fees

Hudson Valley Federal Credit Union is an AA/EEO employer committed to equal opportunity and employee diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, military or veteran status, genetic information, marital or familial status, domestic violence victim status, or any other characteristic protected by law.