Support Operations Specialist I - Espanola, NM

Description

The Support Operations Specialist I plays a key role in ensuring efficient and accurate processing of member transactions and operational requests across multiple service channels. This position supports back-office functions by managing bank-by-mail activities, maintaining member records, and handling specialized processing tasks such as insurance documentation and verifications. The Specialist delivers high-quality internal and member support through responsive communication, attention to detail, and strict adherence to regulatory, security, and compliance standards, contributing to overall operational excellence and a positive member experience. 

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:

Espanola, NM

Essential Functions & Responsibilities:

• Process bank-by-mail transactions accurately and within established service levels, including deposits, loan payments, account maintenance, and member record updates.
• Manage returned mail by researching, updating member information, and ensuring compliance with retention and service standards.
• Complete assigned work across multiple operational queues, utilizing core systems and third-party vendor platforms to support daily processing needs.
• Deliver high-quality member support by responding to department emails and phone inquiries, resolving issues, and providing accurate product and service information.
• Process incoming insurance documentation by scanning and routing to designated third-party vendors in accordance with Credit Union requirements
• Handle Verifications of Deposit/Assets (VODs) in alignment with Credit Union policies and regulatory guidelines.
• Process requests related to collateral removal outside the U.S., ensuring compliance with internal procedures and applicable regulations.
• Maintain strict adherence to security protocols, regulatory requirements, and all mandatory compliance training.

Salary

Level I: $19.80 – $24.75 per hour

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

Performance Measurements:

People Focus - Level 1 (Core)

Collaborating with Others - Level 1 (Core)

Continuous Learning - Level 1(Core)

Attention to Detail - Level 1 (Job-specific)

Problem Solving - Level 1 (Job-specific)

Acting with Empathy and Compassion - Level 1 (Job-specific)

Fostering Communication - Level 1(Job-specific)

Ensuring Accountability - Level 1 (Job-specific) 

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.

Requirements

Experience: 

One year to three years of similar or related experience.

Education:

A 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.

Other Skills: 

Check Processing Software (Developing)

Adobe Acrobat (Developing)

Microsoft Office Suite (Developing)

Financial Compliance Systems (Developing)

Payment Processing (Developing)

Time Management (Developing)

Physical Requirements: 

This position is primarily sedentary and requires the ability to remain seated or standing for extended periods while operating a computer and other office equipment. Manual dexterity is needed for typing, using a mouse, and handling documents. The role may involve occasional reaching, bending, or manipulating objects, as well as light lifting of up to 15 pounds. Visual and auditory acuity are required for reading documents, creating content, and communicating effectively. Reasonable accommodations will be provided to enable individuals with disabilities to perform essential job functions. 

Work Environment:
Work is primarily performed in a professional office setting. The environment is generally quiet to moderate in noise levels and involves regular interactions with peers, vendors, community partners and the public. The role requires occasional travel between office locations and may include periodic extended hours to meet project deadlines or support events. Employees may experience occasional exposure to outdoor conditions while traveling or attending events.