Contact Center Team Leader

Hudson Valley Credit Union; City of Poughkeepsie (NY); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Base & Variable Pay Structures

Paid Personal, Holiday & Volunteer PTO

Professional Development & Training

Student Loan Repayment & Tuition Reimb

Medical, Dental & Vision Coverage

401(k) Employer Match & Non-Elective

Life, Disability Insurance

Discounted Loan Rates & Fees

Job summary

Hudson Valley Credit Union is recruiting a Contact Center Team Leader to guide specialists, mentor on the Sales and Service Model, and handle complex member inquiries across phone, email and chat. You will drive consistency in service, resolve issues on first contact, and rise to KPIs with support from management.

Join a team focused on member financial wellness, cross-selling appropriate products, and supporting Lean Six Sigma initiatives while maintaining high service standards and reliable

Qualifications

• Minimum 2 years of call center experience.
• Minimum 6 months sales and customer service experience in a financial institution or retail environment.

Responsibilities

• Mentor Contact Center Specialists on the Sales and Service Model and adherence to procedures.
• Respond to member inquiries across phone, chat and email with accurate product and account information.
• Resolve complex member issues on first contact and escalate when needed.
• Meet KPIs such as schedule adherence and quality monitoring scores.
• Perform quality assurance duties and provide actionable feedback to management.
• Participate in training and development and support Lean Six Sigma initiatives.

Skills

Mentoring

Customer service

Communication

Problem solving

Training

Education

High School Diploma / GED

NMLS registration

Job description

Overview

Hudson Valley Credit Union is currently recruiting for the position of Contact Ctr Team Ldr. Primary Function: support management by providing operational assistance to Contact Center Specialists and handling complex member inquiries. Interact with members via call center delivery systems (telephone, email and chat) by successfully implementing the HVCU Sales and Service Success Model.

Responsibilities

• Provide strong resource support to staff members by maintaining an expert-level understanding of HVCU products/services and policies/procedures. Provide expert level mentoring to Contact Center Specialists on the implementation of the HVCU Sales and Success Model and adhering to HVCU operational procedures. Assist Contact Center Specialists with troubleshooting and resolving technical concerns, including member technical concerns. If necessary, elevate concerns to the appropriate parties if not resolved in a timely manner, including Contact Center management.
• Successfully implement the HVCU Sales and Success Model when interacting with internal and external members by providing consistent and superior internal and external member service. Respond to contacts in all queues (phone, chat and email) related to product information, account details, loan applications, establishing new accounts for existing members, etc. Establish long-term financial relationships with members by recommending products and services that will enhance members’ financial well-being and making appropriate referrals to Credit Union business partners.
• Handle member escalations (including phone and email correspondence) to ensure concerns are resolved or explore alternatives to satisfy member needs. Identify, research and resolve complex member issues with accuracy and independence on the first call. If needed, elevate concerns to management.
• Comply with Contact Center Key Performance Indicators (KPIs) such as, adherence to schedule and quality monitoring scores, etc. Work with supervisor to ensure expectations are being met.
• Respond to contacts in queue of all delivery channels (phone, email, chats) as directed by Contact Center Management.
• Complete quality assurance duties on work produced by the department to provide raw data to Contact Center Management. Provide feedback and recommendations to Contact Center Management based on the data gathered.
• 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
• Minimum 2 Years Experience in a call center environment experience required
• Minimum 6 months Sales and customer service experience in a financial institution or retail environment experience required

Remote Work Requirements

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