eServices Relationship Officer, Downtown, Bilingual Encouraged

Rio Grande Credit Union•Albuquerque, NM

About The Position

The eServices Relationship Officer processes new accounts, member service requests, teller transactions, and routine loan questions through electronic delivery channels. The role supports a member-focused culture and helps make members’ dreams come true. It includes account opening and onboarding, resolving routine account issues, processing transactions, maintaining appointment schedules, and following compliance and fraud-prevention procedures. The employee may also perform other duties and training as directed by management. The position requires a high school degree or equivalent and up to six months of related experience. The employee should be able to communicate effectively, solve practical problems, adapt to changing demands, exercise sound judgment, and maintain accuracy and quality. Computer work includes Symitar software, spreadsheet software, and word-processing software. The role has no supervisory responsibilities. It is non-exempt.

Requirements

High school degree or equivalent.
Up to 6 months of related experience.
Ability to present information effectively and respond to questions from managers, members, and the general public.
Ability to solve practical problems and interpret written, oral, diagram, or schedule-based instructions.
Knowledge of Symitar software used for member transactions.
Knowledge of spreadsheet and word-processing software.
Ability to perform the essential duties satisfactorily, with reasonable accommodation where applicable.

Responsibilities

Open new accounts, complete new-member onboarding, meet or exceed deposit goals, and conduct initial quality reviews.
Process routine account-related service requests, inquiries, and issues, and create leads and cases when requests cannot be resolved.
Complete account processes and end-of-day, opening, and closing procedures.
Respond to payoff requests, asset-verification requests, and Text Concierge messages; make NetTeller corrections and unfreeze frozen accounts.
Manage member appointment schedules, follow account comments, warnings, and notes, verify remote deposit capture, and escort vendors to appropriate departments.
Process ITM disputes, wires, powers of attorney requests, and IRAs.
Process and verify cash and check deposits, withdrawals, transfers, and loan payments.
Complete eCTR procedures, including adding a CTR transactor to accounts for non-members; complete SARs when appropriate; and review and correct account errors.
Verify members and non-members via Teams.
Answer routine loan-related requests and inquiries.
Obtain and document required verification for products and services; collect and accurately enter CIP information for new accounts and update applicable information in the core processor.
Perform OFAC checks for applicable transactions, identify members, and accurately complete CTRs and SARs for RGCU members or customers.
Review accounts and transactions for red flags and report suspicious activity to Risk Management through the compliance group email.
Provide caring, helpful, and open-minded member service; proactively address issues and offer solutions that make doing business with RGCU easier.
Perform other duties as directed by the AVP of Digital Services, eBranch Manager, eBranch Assistant Manager, eBranch Lead, senior management, or President/CEO.