Rio Grande Credit Union · 18 hours ago
MRC Support & Quality Specialist
Emerald, Albuquerque, NM, US
Full-time
Onsite
New Grad, Entry Level
0+ years expRio Grande Credit Union is seeking an MRC Support & Quality Specialist to monitor call center interactions and ensure quality and consistency. The role involves providing coaching, feedback, and performance insights, as well as supporting training and process improvements within the Member Resource Center operations.
CreditFinanceFinancial Services
Responsibilities
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
Qualification
Required
6 months to 2 years related experience
2-year college degree or completion of a specialized course of study OR 2 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