Virtual Experience Consultant I - Rio Rancho, NM

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. Member service is an important part of the member and virtual experience, it is how we see, use knowledge and interact to engage and guide members through a world-class experience.

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:

The 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.

Level II:

The salary range for this position is $21.52 - $26.90 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 salary range for this position is $24.04 - $30.05 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:

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, NM

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: 

May involve sitting for extended periods of time.