In- Person Virtual Experience Specialist (Call Center) - Rio Rancho, NM

Description

The VXP Specialist provides exceptional member service through phone, email, and digital channels. This role assists with account management, online and mobile banking support, and consultative financial guidance to identify products and services that meet member needs. Responsibilities include efficiently handling inquiries, resolving issues, routing calls, and supporting multiple departments. The position promotes member education, ensures compliance with regulations, and contributes to team and organizational success.

Join Our Team at Del Norte Credit Union!
We’re more than a financial institution, we’re a community. Guided by our mission of Improving Lives and vision of being Authentically New Mexico, we embrace Del Norteño Pride, reflecting our commitment to community, culture, and connection. Recently recognized as a Platinum-Level Family Friendly Business, we value People Focus, Collaboration, and Continuous Learning. 

Location

Rio Rancho, NM

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

Essential Functions & Responsibilities:

• Demonstrate a working knowledge of the applicable core system, including loan and deposit platforms.
• 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, answering questions about products and services, and problem resolution.
• Identify and direct member calls to appropriate department as needed.
• Provide universal dual support to the Support Services, Card Services, and Loan Operations.
• Efficiently answer incoming calls and properly identify caller to assist 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 within the department 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: $16.13 – $20.17 per hour

Level II: $17.81 – $22.27 per hour

New hires are typically brought in between the range minimum and maximum based on qualifications, internal equity, and budget.

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. 
• Spanish Speaking Incentive
• 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. 

Requirements

Experience: 

Level I:

One month to twelve months of similar or related experience.

Level II: 

One year to three years of similar or related experience. 

Education

A 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:

• Bilingual in English and Spanish strongly preferred. Incentive offered for bilingual proficiency.   
• Handles 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.
• Effective communication skills both oral and written
• 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

This position is primarily sedentary and requires the ability to remain seated for extended periods while operating a computer and other office equipment. Manual dexterity is needed for typing, using a mouse, and handling documents. Reasonable accommodations will be provided to enable individuals with disabilities to perform essential job functions.  

Work Setting

Work is primarily performed in a professional call center setting. The environment is generally quiet to moderate in noise levels and involves regular interactions with team members while working in an assigned cubicle.