Virtual Experience Specialist

Description

The primary role of this position is to assist Del Norte Credit Union in living out its mission of improving lives as a financial cooperative by possessing a passionate devotion to providing outstanding and empathetic service to Del Norte Credit Union members and fellow team mates. Exemplify Del Norte Pride to live with character, feel with empathy, and act with passion; a key component of this is to identify the financial needs of the member and recommend an appropriate credit union solution.

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. Recognized as a Platinum-Level Family Friendly Business, we value People Focus, Collaboration, and Continuous Learning.

Location

Enchanted Hills Branch in Rio Rancho, NM

NOTE: This role requires in-person work at our Enchanted Hills Branch and is not eligible for remote or hybrid work arrangements

Essential Functions & Responsibilities:

• Demonstrate a working knowledge of the applicable core system, including loan and deposit platforms.
• 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 about products and services, and problem resolution.
• Identify and direct member calls to appropriate department as needed.
• Provide universal dual support to the Support Services, Card Services, and Loan Operations.
• Efficiently answer incoming calls and properly identify caller to assist with online banking, telephone banking, and mobile banking needs. Respond to requests received by email, fax, and online banking.
• Promote a needs-based member education culture within the department to identify opportunities to promote credit union products and services to live DNCU’s mission of improving lives while meeting and/or exceeding established member education goals.
• 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.
• Perform other related job duties as assigned.

Salary

Level I: $16.72 – $20.91 per hour

Level II: $18.45 - $23.06 per hour

Level III: $25.50 - $31.88 per hour

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

Performance Measurements:1.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.

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 & II: One month to twelve months of similar or related experience.

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

Education:

A high school education or GED.

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:

Handles 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 teambuilding, interpersonal, relationship building, and technical skills outlined in other duties and responsibilities
Effective communication skills both oral and written
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 for extended periods while operating a computer and other office equipment. Manual dexterity is needed for typing, using a mouse, and handling documents. Reasonable accommodations will be provided to enable individuals with disabilities to perform essential job functions.

Work Environment

Work is primarily performed in a professional call center setting. The environment is generally quiet to moderate in noise levels and involves regular interactions with team members while working in an assigned cubicle.