Virtual Experience Consultant

Description

Role Overview

The Virtual Experience Consultant is responsible for delivering exceptional, personalized service to members through phone and digital channels. Th VXP Consultant will guide members through deposit and lending solutions using strong consumer lending knowledge and sound credit analysis. Lastly, they will interview applicants, evaluate financial information, and ensure a seamless, confidential, and compliant experience.

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

Location

Cerrillos Branch in Santa Fe, NM

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

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, consumer loans, credit cards, answering questions about products and services, and problem resolution.
• Demonstrate a working knowledge of the applicable core system, including loan and deposit platforms.
• Proactively assist members with their deposit & consumer lending needs through both the online and telephone channels with demonstrated prudent credit analysis and extensive knowledge of consumer lending practices and procedures; interview loan applicants to obtain personal and financial data for preparation of a credit decision bases on predetermined standards, while maintaining member confidentiality.
• Resolve problems within interviewer’s authority to resolve. Refer problems beyond interviewer’s authority to the next level supervisor, along with a recommendation.
• Ensure all needed member documents are collected so that the loan is processed in accordance with policy, procedure and guidelines established by the Credit Union.
• Involvement in training and coaching of staff. Participation in training sessions and workshops.
• Promote a needs based member education culture within the Virtual Contact Center both by example and mentoring of department consultants 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: $20.49 – $25.62 per hour

Level II: $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.

Performance Measurements

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

• Spanish Speaking Incentive
• Medical, Dental and Vision insurance. Available the first of the month following date of hire.
• 401(k) - Traditional or Roth
• Paid Time Off
• Eleven paid holidays/year
• Employer-Paid Benefits: Employee Assistance Programs (EAP), Short-Term & Long-Term disability
• Other great benefits: Wellness Reimbursement Plan, Educational Reimbursement Program and Development Programs.

Requirements

Experience

One to three years of similar or related experience, including Consumer Lending.

Education

A high school education or GED.

Interpersonal Skills

Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills

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 teambuilding, 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 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.