Branch Experience Consultant - Santa Fe, NM

Del Norte Credit Union•Santa Fe, NM

1d•$20 - $28•Onsite

About The Position

The Branch Experience Consultant delivers courteous, high-quality service and promotes products to expand customer relationships. Using a consultative approach, the consultant determines which products and services best meet each member’s needs, including account opening and closing, answering questions, resolving problems, and providing lending solutions. The role provides universal support for teller and new-account operations, assists at the greeter’s desk, and uses the credit union’s core, loan, and deposit systems to serve members. The consultant helps foster a member-first education culture by example and by mentoring Member Service Specialists to identify opportunities to promote credit union products and services. The position also listens to member feedback, participates in marketing and awareness campaigns, supports branch and organizational success, and complies with regulations, security procedures, and required annual compliance training. Other related duties may be assigned. The position is based at the Midtown Branch in Santa Fe, New Mexico. The schedule requires supporting member service hours Monday through Saturday. The role is primarily sedentary and performed in a professional office setting, with regular interaction with team members, vendors, community partners, and the public. Occasional outdoor exposure may occur while traveling or attending events. The position is eligible for a $1.00-per-hour differential, which is added to the hourly rate and removed if the employee leaves the role. Compensation is listed by level: Level I, $19.80–$24.76 per hour; Level II, $22.08–$27.60 per hour. New hires are typically placed within the range based on qualifications, internal equity, and budget.

Requirements

One to three years of similar or related experience.
Two years of direct member-contact experience providing financial products and services.
Six months of teller experience and familiarity with platform operations.
Level I: High school education or GED.
Level II: A two-year college degree, specialized certification or licensing, specialized vendor training, or job-specific skills acquired through an apprenticeship program.
Handle sensitive information with confidentiality and professionalism.
Demonstrate a professional appearance and demeanor and provide knowledgeable service consistent with the organization’s core values.
Treat members fairly and ethically and conduct oneself with confidence.
Demonstrate communication, PC, critical-thinking, problem-solving, collaborative service, team-building, interpersonal, relationship-building, and technical skills.
Demonstrate proficiency with a 10-key calculator, Windows, and other Microsoft Office products and applications.
Meet the physical requirements of the role, including remaining seated or standing for extended periods, operating a computer and office equipment, manual dexterity, and occasional reaching, bending, object manipulation, and lifting up to 25 pounds.

Nice To Haves

Bilingual ability in English and Spanish is strongly preferred.

Responsibilities

Use a consultative approach to identify financial products and services that meet individual member needs.
Open and close accounts, answer member questions, sell products and services, and resolve problems.
Provide lending solutions to members.
Use the core system and applicable loan and deposit platforms to service members.
Support the greeter’s desk by establishing rapport with guests and members and directing them to the appropriate area.
Provide universal dual support for teller and new-account operations.
Promote member education and mentor Member Service Specialists in identifying opportunities to promote credit union products and services.
Coach team members to support the credit union’s mission and meet or exceed member education goals.
Listen to member feedback and identify opportunities to improve the member experience.
Participate in marketing and awareness campaigns to increase member engagement.
Communicate effectively and contribute to the success of the branch and organization.
Comply with regulations and security procedures and complete mandatory annual compliance courses.
Perform other related duties as assigned.

Benefits

Medical, dental, and vision insurance, with Del Norte covering up to 85% of employee insurance premiums.
Flexible Spending Account.
401(k) with up to a 7.5% company match.
Company-paid life insurance and disability coverage for eligible employees.
Paid time off, sick leave, paid holidays, volunteer hours, and mental health days.
Employee Assistance Program with free counseling resources.
Tuition reimbursement.
Wellness benefits, including a free gym membership.
Employee loan and banking discounts.
Ongoing learning and development opportunities.
Spanish-speaking incentive.