One to three years of similar or related experience.
Two years of direct member-contact experience providing financial products and services, six months of teller experience, and familiarity with platform operations.
For Level I, a high school education or GED is required.
For Level II, a two-year college degree, specialized certification or licensing, specialized vendor training courses, or job-specific skills acquired through an apprenticeship program are required.
Handle sensitive information with complete confidentiality and professionalism.
Maintain a professional appearance and demeanor.
Provide knowledgeable service to internal and external members while adhering to the organization’s core values.
Conduct oneself and treat members fairly and ethically.
Have good communication and PC skills.
Demonstrate critical thinking and effective problem-solving.
Demonstrate proficiency with a 10-key calculator, Windows, and Microsoft Office products and applications.
Meet the position’s physical requirements, including remaining seated or standing for extended periods, operating a computer and office equipment, manual dexterity, occasional reaching or bending, and light lifting up to 25 pounds; reasonable accommodations are provided.
Demonstrate the visual and auditory acuity needed for reading documents, creating content, and communicating effectively.
Responsibilities
Assist members with financial services using a consultative approach to identify products and services suited to their needs, including opening and closing accounts, answering questions, selling products and services, and resolving problems.
Use the core system and other applicable systems, including loan and deposit platforms, to service members.
Support the greeter’s desk by establishing rapport with guests and members and directing them to the appropriate area.
Provide universal dual support for teller and new-account operations at the branch.
Promote a member-first education culture by example and mentor Member Service Specialists to identify opportunities to promote credit union products and services; coach them to support the mission while meeting or exceeding member education goals.
Listen proactively to members to identify opportunities to improve their experience.
Participate in marketing and awareness campaigns to increase member engagement.
Comply with regulations and security procedures, and complete mandatory annual compliance courses.
Perform other related job duties as assigned.
Desired Qualifications
Bilingual ability in English and Spanish is strongly preferred.
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: $19.80 – $24.76 per hour
Level II: $22.08 – $27.60 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:
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.
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.