In-Person - VXP Operations Specialist I - Rio Rancho, NM

The VXP Operations Specialist II provides high-quality, member-centered service through phone, chat, and email channels. This role handles inquiries and transactions, resolves issues, educates members on credit union products and digital banking tools, and ensures compliance with regulatory and security standards. The ideal candidate is empathic, detail-oriented, and comfortable navigating multiple systems in a fast-paced environment.

 Join Our Team at Del Norte Credit Union!
We’re more than a financial institution, we’re a community. Guided by our mission of Improving Lives and vision of being Authentically New Mexico, we embrace Del Norteño Pride, reflecting our commitment to community, culture, and connection. Recently recognized as a Platinum-Level Family Friendly Business, we value People Focus, Collaboration, and Continuous Learning. 

Location

Enchanted Hills Branch in Rio Rancho, NM

Schedule

Schedule requires supporting Monday – Saturday member service hours. 

Essential Functions & Responsibilities: 

• Respond to member inquiries via phone, chat, and email regarding accounts, loans, and digital banking services.
• Provide real-time teller support through Interactive Teller Machines (ITMs) via video assistance.
• Process routine transactions accurately, including transfers, deposits, payments, and account updates.
• Troubleshoot online and mobile banking issues, including password resets and navigation support.
• Identify member needs and direct calls or requests to appropriate departments when necessary.
• Investigate and resolve member concerns promptly, escalating complex issues as needed.
• Verify member identity and ensure strict adherence to security protocols and regulatory requirements.
• Educate members on products and services, making referrals to support financial needs.
• Promote digital banking tools and financial wellness resources to enhance the member experience.
• Document all interactions accurately and meet performance standards for service quality, productivity, and compliance.

Salary: 

Level I: $16.13 – $20.17 per hour

New hires are typically brought in between the range minimum and maximum based on qualifications, internal equity, and budget.

Performance Measurements:

NOTE: This role is eligible for a $1.00 per hour differential. This differential will be added to your hourly rate. If you depart this role, your hourly rate will be REDUCED by this $1.00 per hour differential.

 Benefits: 

• Medical, Dental and Vision insurance. Available the first of the month following date of hire. 
• 401(k) - Traditional or Roth
• Spanish Speaking Incentive
• Paid Time Off
• Eleven paid holidays/year
• Employer-Paid Benefits: Employee Assistance Programs (EAP), Short-Term & Long-Term disability
• Other great benefits: Wellness Reimbursement Plan, Educational Reimbursement Program and Development Programs.

Experience

One to Three years of similar or related experience. Experience in multi-tasking, strong attention to detail, cross selling, and problem resolution while providing excellent customer/member service.

Education

High school education or GED.

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.