Rio Grande Credit Union · 12 hours ago
AVP of Member Experience, Downtown
Albuquerque, NM, US
Full-time
Onsite
Mid, Senior Level
5+ years expRio Grande Credit Union is seeking an AVP of Member Experience to partner closely with operations leadership to enhance member service and drive sustainable growth. The role involves overseeing operational standards, supporting change initiatives, and promoting a culture of continuous improvement across member-facing channels.
CreditFinanceFinancial Services
Responsibilities
Ensure consistent application of operational standards, policies, and compliance requirements across all member operation departments
Identify training and development opportunities based on performance trends, audits, industry or product changes
Participate in operational change initiatives, contributing to the development and updating of Standard Operating Procedures (SOPs), and presenting changes to Member Operations with follow-up to ensure adoption
Working with the operations leadership team develops, implements and measures growth and service performance standards to ensure that Branch, eBranch, and Member Resource Center (contact center) performance improvement initiatives are implemented and managed effectively
Promote a culture of continuous improvement, professionalism, and accountability throughout the member operation area
Conduct quarterly meetings to determine effectiveness of implemented initiatives and programs. Partners with other functional areas such as Compliance, Learning & Development, and others to ensure continuous improvement is realized
Travels throughout branch system to evaluate experience and service culture and conducts on-the-spot coaching to supervisors and managers
Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control
Responsible for the direct supervision, hiring, training, development, timecard, performance reviews, huddles, and one-on-one coaching meetings of department staff
Mentor, coach and train employees in a psychological safe environment
Monitor and analyze staff performance including, quality of service, transaction volume, errors, and member wait time. Uses this information to make appropriate staffing and service recommendations
Review and recommend process changes to increase efficiency and better serve the member
Participate in community and RGCU outreach/events
Act as a back up to staff when needed
Work with Senior Management to develop, implement, and manage department strategic plans, budget and policies in relation to the overall goals of the Credit Union
Correct and minimize findings from various internal and external audits and exams to maintain high compliance standards
Develop, implement, and manage department process improvements, service level standards, projects, risk assessments and departmental goals consistent with overall Credit Union strategic initiatives
Act as a primary liaison with third party vendors and assist with vendor management, including but not limited to, collecting due diligence, negotiating contracts and monitoring vendor performance and costs
Compile and report department metrics for Senior Management
Oversee service level reporting, procedures, facility maintenance, and security for branches and branch support
Report all suspicious activity to the Risk Management department via the compliance group email
Other duties as assigned
Qualification
Required
5 to 10 years related experience
4-year college degree or completion of a specialized course of study OR 10 years related experience
Company
Rio Grande Credit Union
Rio Grande Credit Union is a financial institution specializing in auto loans, mortgages, credit cards and digital payment.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$3.72MKey Investors
Community Development Financial Institutions Fund
2023-04-10Grant· $3.72M
Leadership Team
Mel Lee
Chief Information Officer/ Executive Vice President
Recent News
2025-05-23
Business Insider
2024-12-31
Company data provided by crunchbase