Contact Center Quality Analyst 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.