What are the responsibilities and job description for the In Person Virtual Experience Specialist (Call Center) - Rio Rancho, NM position at Del Norte Credit Union?
Description
A key component of this is to identify the financial needs of the member and recommend an appropriate credit union solution.
NOTE: This role requires in-person work at our Rio Rancho 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:
The starting salary range for this position is $15.77 - $19.71 an hour. New hires are typically brought into the organization at a rate between the range minimum and the range maximum, depending on qualifications, internal equity, and the budgeted amount for the role.
Level II:
The starting salary range for this position is $17.39 - $21.74 an hour. New hires are typically brought into the organization at a rate between the range minimum and the range maximum, depending on qualifications, internal equity, and the budgeted amount for the role.
Senior:
The starting salary range for this position is $19.32 - $24.15 an hour. New hires are typically brought into the organization at a rate between the range minimum and the range maximum, depending on qualifications, internal equity, and the budgeted amount for the role.
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. 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.
Work Location:
Virtual Contact Center located in Rio Rancho, NM.
Requirements
Experience:
Level I:
One month to twelve months of similar or related experience.
Level II:
One year to three years of similar or related experience.
Senior:
Three years to five years of similar or related 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:
May require siting or standing for extended periods of time.
Work Setting:
This role requires in-person work at our Rio Rancho Branch and is not eligible for remote or hybrid work arrangements.
Salary : $16 - $20
