In Person Virtual Experience Specialist (Call Center) - Rio Rancho, NM

Job Type

Full-time

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.