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Contact Ctr Support & Quality Specialist, DowntownRio Grande Credit Union

  • not-remote
  • full-time
  • Salary
  • Albuquerque, NM
Job Summary
Rio Grande Credit Union

Job Title: MRC Support & Quality Specialist 

Department: MRC

Reports To: Member Resource Center Manager

FLSA Status: Non-Exempt

Grade: 8

 

Summary 

The MRC Support & Quality Specialist monitors call center interactions to ensure quality and consistency, providing coaching, feedback, and performance insights to support operational goals. Supports Member Resource Center operations as an SME, assists with training and eServices requests, maintains knowledge resources, and contributes to process improvements and credit union initiatives.

 

Essential Duties

  • Monitors and evaluates call center agent calls, providing detailed feedback, on the job coaching and performance analysis to agents and management to support quality improvement and operational goals
  • Ensures third party overflow tickets are resolved and Knowledge Base system is up to date.
  • Assists MRC Leads and Management with eservices requests
  • Communicates identified inconsistencies and key findings during scheduled team meetings, in alignment with management direction
  • Brings forth process improvements, enhancements, and ideas.
  • Acts as MRC SME and assists in training new employees
  • Assists MRC management with various Operational tasks.
  • Actively participates in credit union-wide projects and/or committees.
  • Accurately identify all members using RGCU approved Verification Repgen.
  • Accurately perform OFAC during transactions such as but not limited to: initiating wires, etc.
  • Ensure that all accounts and transactions are reviewed for the appropriate red flags.
  • Report all suspicious activity to the Risk Management department via the compliance group email.
  • Come to work every day with a member focused, passionate, and dedicated mindset
  • Approach every member situation from a caring, helpful, and open-minded position
  • Proactively approach issues and offer creative solutions that will make doing business with RGCU easier
  • Assists in any other areas as directed by Senior Management and/or President/CEO.
  • Other duties as assigned 

    • Supervisory Responsibilities                  

    This position has no supervisory responsibilities.

     

    Qualifications 

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    Education and/or Experience                  

    Experience - 6 months to 2 years related experience

    Education - 2-year college degree or completion of a specialized course of study OR 2 years related experience

     

    Physical Demands 

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and use hands. The employee is frequently required to reach with hands and arms and talk and hear. 

     

    Work Environment 

    The work environme­­nt characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is moderate. Work is performed primarily by computer at a desk.

    Rio Grande Credit Union is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.





    Equal employment opportunity, including veterans and individuals with disabilities.

    PI282043281