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Credit Union of Colorado · 10 hours ago

Member Advocate - MXC

Corporate Office (Central Park)

Full-time

Hybrid

Entry Level

$22.80/hr - $25.08/hr

1+ years exp

Credit Union of Colorado is dedicated to providing quality member service and is seeking a Member Advocate to enhance the member experience. The role involves assisting members with various inquiries and troubleshooting remote services while demonstrating the organization's core values.

BankingFinancial Services

Comp. & Benefits

Responsibilities

Actively listens and demonstrates empathy in a fast-paced environment, asks questions to uncover needs, recommends solutions, solves problems creatively and efficiently, educates members about relevant service options

Displays enthusiasm and confidence over the phone that consistently maintains the 'here to help' culture

Troubleshoots remote services including digital banking, bill pay, ATMs and payments

Works autonomously using the appropriate resources and tools to research and respond to member inquiries in a timely manner

Works well within a team to collaborate with peers; support other departments/branches; and consistently meet department and organizational goals

Maintains knowledge in credit union programs, ensuring quality service and accuracy is delivered to members

Demonstrates call control, appropriate tone of voice, ability to quickly connect with callers, resiliency with emotional or repetitive requests, and the ability to multi-task while navigating multiple systems

Provides deposit, consumer and mortgage loan information, and money management services to members

Collaborates across branches and support departments, to facilitate the best and most appropriate solutions for members

Meets or exceeds metrics in providing personalized member service including asking for the business, accuracy, and other key performance indicators

Demonstrates flexibility in assuming a variety of roles and responsibilities including new membership accounts, account access, account changes, debit/credit cards, rates for savings and loan products, account fraud, and other diverse member inquiries

Uses various service delivery channels including telephone, email, chat, video conferencing, etc

Meets or exceeds quality monitoring scores as part of the quality monitoring program

Participates in professional development through training, coaching sessions, and other learning and development opportunities

Assists coworkers as needed in a high-volume environment

Obtains and maintains a Series 30, Membership Officer, and Notary based on business need and role requirements

Adhere to all Federal and State laws and regulations applicable to the credit union

Other duties as assigned. This may include, but is not limited to, leading huddles, participating on projects, testing systems, and representing the Credit Union at external events

Responsible for compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Bank Secrecy Act (BSA), OFAC, and the Anti Money Laundering Act, including monitoring for such illegal activity as it applies to this position

Qualification

Customer service experienceBilingual in SpanishAnalytical skillsMicrosoft WordData entryProblem-solving skillsEmpathyTeam collaborationCommunication skillsFlexibility

Required

High school diploma or general education degree (GED) required

Preferred experience is one year or more of customer service in a contact center of inbound or outbound calls, email, or chat channels

Six months related experience working in a financial retail environment

Demonstrated analytical, accuracy, and problem-solving skills within a high-volume work environment

Ability to clearly and effectively communicate verbally 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

Microsoft Word, DocuSign, and Outlook; Symitar systems a plus

Ability to obtain and maintain a Series 30, Membership Officer, and Notary based on business need and role requirements

Adhere to all Federal and State laws and regulations applicable to the credit union

Responsible for compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Bank Secrecy Act (BSA), OFAC, and the Anti Money Laundering Act