In-Person Virtual Experience Specialist - Rio Rancho, NM

Del Norte Credit Union•Rio Rancho, NM

8d•$17 - $21•Onsite

About The Position

The In-Person Virtual Experience Specialist assists Del Norte Credit Union in fulfilling its mission of improving lives as a financial cooperative. The role provides outstanding, empathetic service to members and teammates, demonstrates Del Norte Pride, identifies members’ financial needs, and recommends appropriate credit union solutions. The position is based at the Enchanted Hills Branch in Rio Rancho, New Mexico, and requires in-person work; it is not eligible for remote or hybrid arrangements. The specialist assists members with financial services using a consultative approach, supports member education and product awareness, and provides universal dual support to Support Services, Card Services, and Loan Operations. The role also handles member inquiries by phone, email, fax, and online banking, while following applicable regulations and security procedures. This is a Level I position with an hourly salary range of $16.78 to $20.91. New hires are typically placed within that range based on qualifications, internal equity, and budget. The role is eligible for an additional $1.00 per hour differential, which is removed from the hourly rate if the employee leaves the role.

Requirements

One month to twelve months of similar or related experience.
High school education or GED.
Handle sensitive information with confidentiality and professionalism.
Maintain a professional appearance and demeanor.
Provide knowledgeable service to internal and external members in accordance with the organization’s core values.
Treat colleagues and members fairly, ethically, and confidently.
Demonstrate effective oral and written communication skills.
Demonstrate critical thinking and problem-solving ability.
Demonstrate collaborative service skills and a willingness to exceed service-delivery expectations.
Demonstrate proficiency with a 10-key calculator, Windows, and other Microsoft Office products and applications.
Exercise diplomacy and tact in communications involving confidential or sensitive matters.

Nice To Haves

Spanish-speaking skills are incentivized.

Responsibilities

Demonstrate working knowledge of applicable core systems, including loan and deposit platforms.
Assist members with financial services using a consultative approach to identify products and services suited to their needs.
Open and close accounts, answer questions about products and services, and resolve problems.
Identify and direct member calls to the appropriate department as needed.
Provide universal dual support to Support Services, Card Services, and Loan Operations.
Answer incoming calls efficiently and verify caller identity when assisting 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 and identify opportunities to promote credit union products and services.
Meet and/or exceed established member education goals.
Contribute to branch and organizational success through effective teamwork.
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.
Generous paid time off and sick leave.
Paid holidays.
Volunteer hours.
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.