Contact Center Representative - Inbound jobs in Santa Fe, NM

Description

 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 $15.58 to $23.36. 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 $17.37 to $26.05. 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 $19.42 to $29.14. 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:

• The successful candidate will be responsible for providing a working knowledge of the applicable core system, including loan and deposit platforms. 
• Assisting members with financial services including answering questions about products and services, and problem resolution.
• 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):

• 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. 
• Responding to requests received by email, fax and online banking.
• Provide universal dual support to the Support Services, Card Services, and Loan Operations. 

Senior (to include Level I & II requirements):

• 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.
• Serve as a role model and coach for proactive member service initiatives. 
• Work effectively in a team environment contributing to the success of the department and organization by coaching and mentoring co-workers. 
• Perform other related job duties as assigned. 

Requirements

 Education

Level I / II / & Senior:

• A high school diploma / GED

Experience

Level I / II:

• One year to three years of similar or related experience.

Senior:

• Three years to five years of similar or related experience.

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

• Demonstrate solid leadership and member service skills; excellent communication and problem resolution skills.
• Professional appearance and demeanor.
• Conduct themselves and treat members fairly, ethically and with confidence.
• Ability to handle sensitive information with complete confidentiality and professionalism.
• Demonstrate proficiency with 10-key calculator, Windows, and other MS Office products and applications.