Branch Experience Consultant

Description

The Branch Experience Consultant delivers superior and courteous service to promote products and expand customer relationships. This involves performing a variety of sales and service activities such as performing account openings and providing lending solutions to members.  

Join Our Team at Del Norte Credit Union!
We’re more than a financial institution, we’re a community. Guided by our mission of Improving Lives and vision of being Authentically New Mexico, we embrace Del Norteño Pride, reflecting our commitment to community, culture, and connection. Proudly recognized as a Platinum-Level Family Friendly Business, we value People Focus, Collaboration, and Continuous Learning.

Location

Trinity Branch located in Los Alamos, NM

Schedule

Schedule requires supporting Monday – Saturday member service hours. 

Essential Functions & Responsibilities:

• Assist members with financial services through a consultative approach to determine the most value-added products and/or services to meet individual member needs. This includes opening and closing accounts, answering questions, products and services sales, and problem resolution.
• Demonstrate a working knowledge of the core system and all other applicable systems required to service members, this includes loan and deposit platforms.
• Support the greeter’s desk to establish rapport with guests/members and direct to appropriate area.
• Provide universal dual support to both the teller and new account operations of the branch.
• Promote a member-first education culture within the branch by example and mentoring of Member Service Specialists to identify opportunities to promote credit union products and services. Coach to live DNCU’s mission of improving lives while meeting and/or exceeding established member education goals.
• Proactively listening, to the voice of the member, to help identify opportunities to improve the member experience.
• Participate in marketing and awareness campaigns to increase member engagement.
• Strong communication skills characterized by excellent speaking and writing abilities.
• Work effectively in a team environment contributing to the success of the branch and organization.
• Comply with all regulations, security procedures, and complete all mandatory annual compliance courses.
• Performs other related job duties as assigned.

Performance Measurements:

NOTE: This role is eligible for a $1.00 per hour differential. This differential will be added to your hourly rate. If you depart this role, your hourly rate will be REDUCED by this $1.00 per hour differential.

Salary

Level I: $18.45 – $23.06 per hour

Level II: $20.49– $25.62 per hour

Level III: $22.83 - $28.54 per hour

New hires are typically brought in between the range minimum and maximum based on qualifications, internal equity, and budget.

Benefits: 

• Medical, Dental, and Vision Insurance with Del Norte covering up to 85% of employee insurance premiums
• Flexible Spending Account
• 401(k) with up to a 7.5% company match
• Company-paid Life Insurance and Disability coverage for eligible employees
• Generous PTO, sick leave, paid holidays, volunteer hours, and Mental Health Days
• Employee Assistance Program with free counseling resources
• Tuition reimbursement
• Wellness benefits including a free gym membership 
• Employee loan and banking discounts
• Flexible Spending Account
• Ongoing learning and development opportunities.
• Spanish Speaking Incentive

Requirements

Experience: 

Level I:

• One year to three years of similar or related experience.
• Two years of direct member contact experience in providing financial products and services; six months teller experience and familiarity with platform operations.

Level III:
Three years to five years of similar or related experience. 

Education: 

Level I: A high school education or GED.

Level II: (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills: 

Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills: 

Bilingual in English and Spanish strongly preferred. Spanish Speaking incentive is offered.     

Handle sensitive information with complete confidentiality and professionalism

Professional appearance and demeanor

Provide excellent and knowledgeable service to our members, both internal and external by adhering to our core values

Conduct themselves and members fairly, ethically, and with confidence

Successful job performance involves meeting and/or exceeding team-building, interpersonal, relationship building, and technical skills outlined in other duties and responsibilities

Must have good communication and PC skills

Critical thinker and effective problem solver

Collaborative service skills

Willing and eager to exceed expectations; demonstrated excellence in all aspects of service delivery operations

Demonstrated proficiency with 10-key calculator, Windows, and other MS Office products and applications

Physical Requirements: 

This position is primarily sedentary and requires the ability to remain seated or standing for extended periods while operating a computer and other office equipment. Manual dexterity is needed for typing, using a mouse, and handling documents. The role may involve occasional reaching, bending, or manipulating objects, as well as light lifting of up to 25 pounds. Visual and auditory acuity are required for reading documents, creating content, and communicating effectively. Reasonable accommodations will be provided to enable individuals with disabilities to perform essential job functions.

Work Environment:

Work is primarily performed in a professional office setting. The environment is generally quiet to moderate in noise levels and involves regular interactions with team members, vendors, community partners and public. Employees may experience occasional exposure to outdoor conditions while traveling or attending events.