Branch Member Advocate

Primarily responsible for providing effective member service for Credit Union of Colorado members by utilizing excellent, in-depth knowledge of company products and services to find the best solutions for our members. A Member Advocate is compassionate, approachable, and dedicated to enriching the member’s experience with our organization. The individual in this position is passionate about connecting with people, building trust and providing a level of expertise that is unmatched in the industry, by maintaining a deep knowledge of financial products and services including deposit accounts, consumer loans, mortgage loans, and self-service products. They must advocate for our members in pursuit of a better outcome, always “owning” the member experience to create confidence in finding the best solutions. A Member Advocate must effectively carry out the essential duties of this position in a manner that consistently demonstrates Credit Union of Colorado’s Core Values and Services and Solutions expectations.

Responsibilities

Build rapport, ask questions to uncover needs, recommend solutions, educate members about convenient service options, and demonstrate 'here to help' culture; Open new member accounts, service existing accounts, offer solutions tailored to individual member needs, while safeguarding member information; Maintain knowledge in all credit union programs, ensuring exemplary service and accuracy; Provide deposit, consumer and mortgage loan, and money management services to members; Collaborate across branches and support departments to facilitate best solutions for members; Demonstrate flexibility in assuming a variety of roles including teller operations, reception, consumer, and mortgage loans; Use all delivery channels including member-facing, telephone, email, video conferencing; Complete onboarding plan and incorporate member centric approach; Assume responsibility for personal and professional development through training, collaboration, and teamwork; Meet or exceed scorecard expectations in member service, accuracy, and Member Centricity; Open and perform maintenance on accounts such as audits and product add-ons; Complete branch reporting and balancing as needed; Assist coworkers with learning; Comply with NCUA requirements and register as a Mortgage Loan Originator; Obtain and maintain Series 30, Membership Officer, Notary, and Lending Authority; Adhere to all Federal and State laws and regulations including Bank Secrecy Act and OFAC; Other duties as assigned

Requirements

High school diploma or general education degree (GED); Demonstrated analytical, accuracy, and problem-solving skills within a work environment; Ability to communicate verbally clearly and effectively and in writing; Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; Typing and data entry; 10-key calculator; Microsoft Word, Excel, and Outlook; Compliance with NCUA requirements and registration as a Mortgage Loan Originator; Obtain and maintain Series 30, Membership Officer, Notary, and Lending Authority; Adherence to all Federal and State laws and regulations applicable to the credit union, including Bank Secrecy Act and OFAC

Nice to have

Six months related experience working in a financial retail environment (preferred); Two to three years of direct retail sales experience and cash handling (preferred); Symitar and DocuSign systems (a plus)

Benefits

Pay-for-performance compensation program including bonuses; Competitive benefits package