Contact Center Specialist I

Our partner is seeking a Contact Center Specialist I in Poughkeepsie, NY. The primary function of this role is to interact with members via Contact Center delivery systems, building and enhancing member relationships by identifying and recommending solutions to their financial needs.

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; escalate concerns using the appropriate channels if needed.
• 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 supervisors to ensure performance expectations are met.
• Contribute to the initiative of continuous improvement by communicating suggestions that will enhance revenue, reduce expenses, and/or streamline and improve operations.
• Adhere to all policies, procedures, and regulatory agency requirements.
• Participate in all required and recommended training and development, including Bank Secrecy Act training (BSA), and demonstrate attained knowledge.
• Participate on teams, projects, and strategic initiatives when the opportunity arises.
• Perform additional duties and special projects as assigned.
• Embrace and apply guiding principles to all activities and responsibilities.
• Support initiatives by demonstrating teamwork and professionalism.
• Responsible for regular and predictable attendance including punctuality.

Requirements

• 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 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 environment should be in a quiet and professional setting.
• Must be able to commute to HQ building when necessary.

Benefits

• Professional Development Training.
• Student Loan Repayment & Tuition Reimbursement Programs.
• Medical, Dental, and Vision coverage (coverage starting as low as $20 per month).
• 401(k) with employer match and non-elective employer contribution.
• Paid time off (PTO), holidays, and community volunteer time.
• Life, Short-Term, and Long-Term Disability Insurance.
• Discounted Loan Rates & Fees.

Our partner 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, the status of being transgender, national origin, disability, military or veteran status, genetic information, marital or familial status, domestic violence victim status, or any other characteristic protected by law.