Description:
This role is Bilingual preferred. Del Norte offers a Spanish speaking incentive program.
This position will require working at our call center location in Santa Fe.
Del Norte Credit Union is seeking an experienced candidate for a Virtual Experience Specialist position. 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.
Virtual Experience Specialist (Call Center)
Level I Pay Range starts between $18.05 to $19.27. 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 $20.03 to $21.24. 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.
Senior Pay Range starts between $22.29 to $23.56. 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 I:
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The successful candidate will be responsible for providing a working knowledge of the applicable core system, including loan and deposit platforms.
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Assisting members with financial services including answering questions about products and services, and problem resolution.
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Identifying and directing member calls to appropriate departments as needed. Providing universal dual support to the Support Services, Card Services and Loan Operations.
Level II (to include Level I requirements):
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The successful candidate will be responsible for efficiently answering incoming calls and properly identifying callers to assist with online banking, telephone banking, and mobile banking needs.
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Responding to requests received by email, fax and online banking.
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Provide universal dual support to the Support Services, Card Services, and Loan Operations.
Senior (to include Level I & II requirements):
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The successful candidate will be responsible for promoting a needs-based member education culture within the department; both by example and mentoring of co-workers to identify opportunities to promote credit union products and services to live DNCU's mission of improving lives while exceeding established member education goals.
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Serve as a role model and coach for proactive member service initiatives.
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Work effectively in a team environment contributing to the success of the department and organization by coaching and mentoring co-workers.
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Perform other related job duties as assigned.
Requirements:
Education
Level I / II / & Senior:
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A high school diploma / GED
Experience
Level I / II:
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One year to three years of similar or related experience.
Senior:
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Three years to five years of similar or related experience.
Interpersonal Skills
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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
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Demonstrate solid leadership and member service skills; excellent communication and problem resolution skills.
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Professional appearance and demeanor.
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Conduct themselves and treat members fairly, ethically and with confidence.
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Ability to handle sensitive information with complete confidentiality and professionalism.
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Demonstrate proficiency with 10-key calculator, Windows, and other MS Office products and applications.