Branch Experience Consultant

Description:

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. Exemplify Del Norteno Pride to live with character, feel with empathy, and act with passion; a key component of this is to identify the financial needs of the member and recommend an appropriate credit union solution.

Member service is an important part of the member experience, it is how we see, use knowledge and interact to engage and guide members through a world class experience.

Level I:

The salary range for this position is $20.98 to $31.47. 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 2:

The salary range for this position is $23.42 to $35.13. 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:

The salary range for this position is $26.20 to $39.30. 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.

• 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, products and services sales, and problem resolution.
• Demonstrate a working knowledge of the core system and all other applicable systems required to service members, this includes loan and deposit platforms.
• Support the greeter’s desk to establish rapport with guests/members and direct to appropriate area.
• Provide universal dual support to both the teller and new account operations of the branch.
• Promote a member-first education culture within the branch by mentoring Member Service Specialists to identify opportunities to promote credit union products and services. Coach to live DNCU’s mission of improving lives while meeting and/or exceeding established member education goals.
• Proactively listening to the voice of the member to help identify opportunities to improve the member experience.
• Participate in marketing and awareness campaigns to increase member engagement.
• Strong communication skills characterized by excellent speaking and writing abilities.
• 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.
• Proactively assist members with their deposit & consumer lending needs with demonstrated prudent credit analysis.
• Serve as a role model and coach for proactive member service initiatives.
• Performs other related job duties as assigned.

Requirements:

Experience:

Level I: One year to three years of similar or related experience. Two years of direct member contact experience in providing financial products and services; six months teller experience and familiarity with platform operations.

Level 2/Senior: Three years to five years of similar or related experience.

Education:

(1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

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:

Level I/2:

• Handle sensitive information with complete confidentiality and professionalism
• 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
• Meet and/or exceed team-building, interpersonal, relationship building, and technical skills outlined in other duties and responsibilities
• Good communication and PC skills.
• 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

Senior:

• Must demonstrate solid leadership and member service skills; excellent communication and problem resolution skills.

Physical Requirements:

• May involve sitting for extended periods of time.