Contact Center Specialist I

Job Description

JOB INFORMATION

Title:

Contact Center Specialist I

Officer Title:

Grade:

16.5

FLSA Classification:

Non-Exempt

Date Last Edited:

5/11/2023

Reports To:

Supervisor Contact Center

Department:

Contact Center

URL Link

https://hvfcu.jdxpert.com/ShowJob.aspx?EntityID=2&jobcode=140

PRIMARY FUNCTION

Interact with members via Contact Center delivery systems and build and enhance member relationships by identifying and recommending solutions to members' financial needs.

•

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.

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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.

High School Diploma, General Education Development (GED) certificate, or state authorized high school equivalent certificate.

X

Minimum 1 Year

Experience in a call center environment

X

Work history Credit Union or Financial Institution

X

•

Must have intermediate analytical and problem solving skills.

•

Intermediate verbal, written and presentation skills.

•

Must be proficient in relevant computer applications.

•

Ability to work in a fast-paced environment and deal with a variety of internal/external customer and vendor situations.

•

Basic proficiency in Microsoft Office Software (Word, Excel, Outlook, PowerPoint, etc.)

•

Must have access to reliable internet access.

•

Must have a quiet and professional workspace.

PHYSICAL DEMANDS

Frequency

Physical Demand

Weight (lbs.)

Frequently

Sit for prolonged periods of time

Frequently

Required to communicate verbally

Frequently

Normal range of vision and hearing abilities required

Occasionally

Lift and/or move objects

10

Occasionally

Travel outside of work location to attend meetings and training programs

Frequently

Required to skillfully operate a computer, telephone and other standard office equipment

WORK ENVIRONMENT

•

Typically the noise level in the work environment is moderate to high.

•

May experience occasional job stress in dealing with difficult situations and/or high volume.

•

High energy, high impact atmosphere.

•

There are no significant hazardous conditions.

View Competencies

Accuracy and Attention to Detail

Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.

Level 2

1. Processes limited amounts of detailed information with good accuracy.

2. Utilizes specific approaches and tools for checking and cross-checking outputs.

3. Develops and uses checklists to insure that information goes out error-free.

4. Accurately gauges the impact and cost of errors, omissions, and oversights.

5. Learns from mistakes and applies lessons learned.

Addressing Customer Needs

Knowledge of and ability to meet customer needs by offering appropriate products in an appropriate manner.

Level 2

1. Works with the items in at least one product line and has successfully sold most of them.

2. Sells to customers with a variety of different product needs.

3. Explains different product features to different customers as appropriate to their needs.

4. Selects new products, or alters existing ones, to meet customer needs.

5. Uses different communication styles to effectively relate to diverse customer types.

Service Excellence

Consistently incorporates Hudson Valley's member and employee value proposition, reinforcing organizational culture and brand differentiators.

Level 1

1. Anticipates and meets the needs of both internal and external customers. Delivers high quality service and is committed to continuous improvement.

2. Consults with management on modifying business processes to enhance service delivery. Monitors own work to ensure quality and apply feedback to improve performance.

3. Integrates core values into the way work is done and how relationships are conducted.

4. Possesses knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

5. Tailors communications based on others’ needs, motivations and agendas.

Flexibility and Adaptability

Adapts as needed; knowledge of successful approaches, tools, and techniques for dealing with changes and adapting to a changing environment.

Level 2

1. Accepts new or radical ideas with an open mind; avoids snap reactions.

2. Adjusts to new or changing assignments, processes, and people.

3. Demonstrates ability to successfully manage multiple tasks and priorities.

4. Demonstrates willingness to listen to other opinions.

5. Identifies and considers alternative approaches to situations or problems.

Work Standards

Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks.

Level 2

1. Documents how results were obtained to support knowledge transfer and best practices.

2. Helps others drive tasks to completion as appropriate.

3. Holds self and others accountable for delivering on all commitments.

4. Identifies actions necessary to achieve task completion and to obtain results. Meets schedules, deadlines, and performance goals.

5. Recognizes the need for assistance and secures additional resources as needed. Escalates issues and unusual findings that could have an adverse impact on the business.

6. Understands and appropriately applies principles, procedures, requirements, regulations, and policies related to role.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee in this position.  Additional functions and requirements may be assigned by supervisors as deemed appropriate, with or without notice.

Nothing contained in this material creates a contract of employment between an employee and Hudson Valley Credit Union or otherwise alters the at-will nature of the employment relationship.

Are you able to perform the essential functions listed in this job description with or without reasonable accommodation?  YES_______  NO_______

By signing below you certify that you have received this job description and understand the requirements, essential functions and duties of the position.  If you are currently employed in this position, your signature acknowledge that this job description accurately describes the position, including its essential functions.

Name:  _____________________________________________

Signature: _____________________________________________

Date:  _____________________________________________ 

Please also note that Hudson Valley Credit Union respects the religious beliefs and practices of employees and will, on request, reasonably accommodate its employees when a reasonable accommodation is available that does not create an undue hardship on the Credit Union’s business.  Therefore, unavailability for work due to religious observances or practices may not be a bar to employment.