SUPPORT OPERATIONS SPECIALIST

Location: Albuquerque, NM 87109

Required work schedule: (not a remote or hybrid position)

- Monday to Thursday: 8:00 AM to 6:00 PM

- Saturday: 9:00 AM to 1:00 PM

Please note that this schedule is subject to change as needed.

As a valued full-time team member, you'll enjoy fantastic benefits that promote your health and well-being:

• Comprehensive Medical, Dental, and Vision Insurance
• Paid Short-Term Disability, Life Insurance, and AD&D
• Holiday Pay, Vacation, Birthday, Floating Holiday & Sick Leave
• Tuition Reimbursement for Professional Development
• 401(k) Plan with Employer Match
• Pension Plan for Long-term Security
• Exciting Opportunities for Career Advancement

Overall Purpose:

At Sandia Area, every position plays a vital role in fulfilling our mission to deliver high-value banking and lending services that strengthen the financial well-being of our members and community. Each team member is expected to embody our core values of Service, Sustainability, Efficiency, Trust, Stewardship, and Growth, contributing to our vision of empowering lifelong achievement through better banking.

This position is ideal for someone who enjoys solving problems, working with technology, investigating complex issues, and making a meaningful impact behind the scenes. Every day brings something different, from supporting electronic payments and money movement and digital banking to researching transactions, assisting with fraud-related concerns, and collaborating with teams across the credit union to deliver an exceptional member experience. 

Responsibilities include, but are not limited to:

• Process and support a variety of electronic banking services, including ACH, wires, share drafts, online account opening, digital banking, and other deposit operations functions while ensuring accuracy and regulatory compliance.
• Research and resolve member and employee inquiries related to transactions, digital banking services, payment processing, fraud, disputes, and operational exceptions.
• Monitor operational queues, reports, and alerts to ensure daily work is completed accurately and within established service levels.
• Collaborate with internal departments to resolve complex operational issues, support fraud mitigation efforts, and continuously improve processes and the overall member experience.
• Utilize multiple banking systems and technology platforms to efficiently manage transactions, maintain accurate documentation, and safeguard sensitive member information.
• Deliver exceptional service by identifying opportunities to educate members and employees on products, digital tools, fraud prevention, and operational best practices.

Knowledge, Skills, and Abilities (KSAs)

• Expertise in basic ACH, share draft, wire, and digital services operations with a requisite understanding of financial institution operations.
• Expertise in supporting members, troubleshooting transaction issues, support in processing fraud/dispute claims, and navigating support operations systems, combined with a strong understanding of financial institution operations and compliance requirements.
• Ability to analyze transaction activity, review and process reported fraud or dispute claims and take appropriate action under regulatory and internal guidelines.
• Demonstrated proficiency in executing support operation transactions and system maintenance with a high degree of accuracy, integrity, and attention to detail.
• Ability to explain deposit operations and digital tools clearly while maintaining a member-first, service-oriented approach.
• Exceptional time management and organizational skills, with the ability to prioritize tasks, manage multiple responsibilities, and adapt to a fast-paced environment.
• Proactive in seeking professional growth, embracing both formal and informal development opportunities, and demonstrating adaptability to new responsibilities.
• Team-oriented with a strong collaborative mindset, actively supporting team members and contributing to a positive and high-performing environment.
• Proficient in Microsoft Office, including Outlook, Word, Excel, and PowerPoint.
• Ability to perform essential functions, including the ability to lift up to 10 lbs. as needed.

Minimum Education and Experience Requirements

• HSD or GED
• One (1) year of applicable experience required.
• Prior experience with supporting members, troubleshooting transaction issues, support in processing fraud/dispute claims, and/or navigating support operations systems is highly desirable.
• Prior financial institution experience preferred.

*** Please submit an employment application to www.sandia.org/careers ***

Sandia Area Federal Credit Union (SAFCU) is an Equal Opportunity Employer.

SAFCU provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.