On-Site Virtual ITM Operations Specialist I - Rio Rancho, NM

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 teammates. Exemplify Del Norteno 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. Member service is an important part of the member experience; it is how we see, use knowledge and interact to engage and guide members through a world-class experience. One of the primary means to achieve this is to develop a highly effective team of employees and develop each employee to their highest potential through coaching and leadership. In addition, this position will direct the operations of the Virtual ITMs, ensuring the Virtual ITM Branch meets organizational, financial, operations, service, and growth plans. 

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

Salary: 

Level I: 

Pay Range starts between $15.77 to $19.71. New hires typically brought into the organization at a rate between the range minimum and the range maximum, depending on the qualifications, internal equity and the budgeted amount for the role.

Level II: 

Pay Range starts between $17.39 to $21.74. New hires typically brought into the organization at a rate between the range minimum and the range maximum, depending on the qualifications, internal equity and the budgeted amount for the role.

Essential Functions & Responsibilities:

• Provides real time teller assistance to members from a centralized location through video transmission via the Interactive Teller Machine (ITM).
• Performs a variety of financial transactions including, but not limited to, deposits, payments, transfers, and withdrawals and provides hands-on support and guidance to ITM staff in handling more complex member transactions, issues, concerns, and/or error resolution.
• Ensures that proper endorsements and identification are obtained and follows Credit Union policies and procedures.
• Ensures prompt, courteous, and professional service and respects the confidentiality of members.
• Uses sound judgement when making check acceptance decisions, and reports suspicious activity through proper channels.
• Performs end of day balancing according to procedures. Adheres to security, audit, and compliance requirements.
• Work effectively in a team environment contributing to the success of the branch and organization.
• Complies with all regulations, security procedures, and completes all mandatory annual compliance courses.
• Performs other related job duties as assigned.

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: 

Rio Rancho Branch in Rio Rancho, NM

Experience:

One to three years of similar or related experience. Experience in multi-tasking, strong attention to detail, cross selling, and problem resolution while providing excellent customer/member service.

Education: 

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: 

• Must demonstrate solid member service skills and display excellent communication and problem resolution skills.
• Possess ability to perform within a complex, multi-functional technical environment; demonstrate the ability to process and complete teller transactions in a non-traditional teller environment while offering excellent member service that promotes ongoing ITM usage.
• Possess interpersonal communication skills particularly effective on video.
• Possess ability to ensure compliance with established credit union policies and procedures.
• Possess high analytical skills to solve a wide variety of practical and member service problems with limited supervision.
• Ability to 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.
• Collaborative service skills.
• Willing and eager to exceed expectations; demonstrated excellence in all aspects of service delivery operations.
• Demonstrate proficiency with 10-key calculator, Windows, and other MS Office products and applications.

Physical Requirements:

May require sitting for extended periods of time.

Work Environment: 

Virtual Contact Center