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Contact Center Specialist I
4 months ago
Our partner is looking for a Contact Center Specialist I in Poughkeepsie, NY. The primary function of this role is to interact with members via Contact Center delivery systems, build and enhance member relationships, and identify and recommend solutions to members' 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 Business Partners.
- Identify, research, and resolve member issues by providing knowledgeable and professional service. Escalate concerns using 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) 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 continuous improvement by suggesting ways to enhance revenue, reduce expenses, and streamline operations.
- Adhere to all company policies, procedures, and regulatory requirements.
- Participate in all required and recommended training and development, including Bank Secrecy Act training (BSA), and demonstrate attained knowledge.
- Participate in teams, projects, and strategic initiatives as opportunities arise.
- Perform additional duties and special projects as assigned.
- Apply the guiding principles to all activities and responsibilities, including the company's Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices.
- Support company initiatives by demonstrating teamwork and professionalism.
- Maintain 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 of experience in a call center environment preferred.
- 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 the HQ building when necessary.
Benefits
- University & Academy; 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.
