Visions Federal Credit Union · 2 months ago
Contact Center Advisor- Endwell, NY
Endwell, New York, United States
Full-time
Hybrid
Entry, Mid Level
$23/hr - $30/hr
1+ years expVisions Federal Credit Union is dedicated to helping people improve their financial wellness. The Contact Center Advisor role involves assisting members with transactions, providing information about products and services, and ensuring compliance with regulatory requirements while delivering excellent customer service.
Financial Services
No H1B
Responsibilities
Ensure adherence to member identification requirements outlined in credit union and department policy and procedure, safeguarding member information
Comply with all regulatory compliance acts including Fair Credit Reporting Act, Equal Credit Opportunity Act, and Truth-In-Lending/RESPA, including mortgage disclosures
Ensure review and completion of all regulatory compliance courses through all learning platforms (BAI)
Maintain quality of work by reviewing account, loan, and mortgage documents for accuracy and completeness, timeliness of completion for all account, loan, and mortgage products
Efficiently complete all member and staff requests within Contact Center delivery Open, close, and maintain applicable maintenance on all depository and loan accounts
Adhere to established Contact Center performance indicators including, but not limited to, schedule adherence, inbound wait times, and quality monitoring evaluations
Promptly and professionally service in-bound member phone interactions, following established Contact Center interaction standards, from internal and external membership regarding accounts, transactions, product information and service options
Demonstrates a willingness and initiative in the timely and complete resolution of member complaints, problems, questions, and errors by taking ownership for the member concern, directly answering standard/technical questions, and escalating to management when needed
Provide elevated service to all members that meet or exceed established member service goals, as measured by member satisfaction surveys
Educate members on consumer loan products, interview member applicants, and review and submit consumer loan applications, through all Contact Center delivery
Conduct effective needs-based cross-selling during member interactions, making applicable product and service recommendations in support of department and individual goal attainment
Meet all KPIs set by Sr. Leadership related to loan, credit card, and membership growth, ancillary loan products, and referral opportunities in support of organizational growth
Respond effectively to changing ideas, responsibilities, expectations, trends, strategies, and other processes
Demonstrate a commitment to diversity, equity, inclusion, and belonging through continuous development, modeling inclusive behaviors, and proactively managing bias
Perform other duties needed to help fulfill our mission, drive our strategy, and support our organization’s values
Qualification
Required
An associate degree with 1-3 years of experience. 3-5 years of relevant experience will be considered in lieu of a degree
Must be able to obtain and maintain NMLS licensing to comply with the Secure & Fair Enforcement Licensing Act
Proficient in the Microsoft Office Suite programs
Proficient with standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines, PCs, etc
Extensive knowledge of Credit union products, services, systems, and procedures preferred
Preferred
Bachelor's degree preferred
Minimum of one year contact/call center experience
Minimum of four years customer service, retail, banking, or financial services industry experience
Benefits
Pension Plan, 401k Plan with company match
Excellent health benefits
Flexible Paid Time Off (PTO), Volunteer Time Off (VTO), and Wellness Time Off (WTO)
10+ paid holidays per year
Lifestyle Spending Account stipend for wellness, caregiving, or personal expenses such student loans and tuition reimbursement
Employee recognition program
Company
Visions Federal Credit Union
Visions Federal Credit Union strives to build relationships that accommodate every stage of life.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Thomas Novak
SVP/Chief Deposit & Payments Officer
Recent News
Central New York Business Journal
2025-08-22
Central New York Business Journal
2025-03-07
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