Branch Member Advocate

 

Remote Eligible: No

General Purpose of the Position

This role delivers exceptional service by leveraging in-depth knowledge of Credit Union of Colorado’s products to offer the best solutions for members. Compassionate and approachable, the Member Advocate builds trust, connects with people, and enhances the member experience. This role requires knowledge in deposit accounts, consumer and mortgage loans, and self-service products. Advocating for members, they take ownership of each interaction, ensuring confidence in the solutions provided. The Member Advocate consistently upholds the credit union’s Core Values and Service expectations.

Essential Duties and Responsibilities

Member Service:

• Build rapport, identify member needs and recommend appropriate financial services, such as share accounts, loans, credit cards, digital banking and investment services. Demonstrate our “Here to help” and “Honestly Good” culture.

• Open and maintain deposit accounts, including checking, savings, certificates of deposit, and IRAs.

• Assist members with loan applications, providing guidance on requirements and next steps.

• Cross-identify credit union products and services to enhance overall member experience.

• Assist members with routine financial transactions, including deposits, withdrawals, loan payments, wire transfers, check cashing, and other services.

• Educate members on digital banking services and help with online and mobile banking enrollment.

• Provide account maintenance services such as updating personal information, processing account disputes, ordering checks, and card issuance.

Relationship Building:

• Work seamlessly with branches and support teams to deliver the best solutions for members.

• Take ownership of personal and professional growth through training, collaboration, and teamwork while supporting coworkers in their learning.

Operational Support:

• Assist with branch opening and closing procedures.

• Balance cash drawers and ensure accurate end-of-day settlements.

• Support the branch team by meeting or exceeding scorecard expectations through exceptional member service, accuracy, and member-centric behaviors. Handle account maintenance, including audits and product add-ons.

• Flexibly take on diverse roles and responsibilities as needed.

Compliance & Risk Management:

• Verify member identification and transactions to prevent fraud and financial crimes.

• Comply with NCUA requirements by registering and maintaining active Mortgage Loan Originator status per the SAFE Act.

• Obtain and maintain Membership Officer and actively serve as a Notary Public.

• Ensure compliance with all applicable federal and state regulations, including the Bank Secrecy Act (BSA), OFAC, Fair and Accurate Credit Transactions Act (FACTA), and Anti-Money Laundering Act, while actively monitoring for illegal activity related to this role.

• May perform other duties as requested or assigned.

Requirements

Must Haves:

• Ability to communicate and connect effectively 

• Ability to establish and maintain effective working relationships with other administrative officials and the public.

• Ability to apply interpersonal skills that develop member confidence, respect and trust in Credit Union of Colorado and develop cooperative relationships with all levels of people throughout the organization.

• Ability to operate related computer applications and business equipment. 

• Ability to exercise good judgment and discretion in applying and interpreting credit union policies and procedures. 

• 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. 

• Ability to inspire trust and confidence from their teams, peers, and organization  

Nice-to-Haves:

• Related experience working in a financial retail environment

• Direct retail sales experience and cash handling 

• Demonstrated analytical, accuracy, and problem-solving skills within a work environment.

• Experience using Microsoft Word, Excel Outlook, Symitar and DocuSign systems a plus.

EDUCATION AND EXPERIENCE

High school diploma or general education degree (GED).

PHYSICAL DEMANDS

While performing the duties of this job, the employee is typically required to remain stationary for long periodsand is occasionally required to lift/move or transport up to 10 pounds. Employee will need to occasionally move about inside an office to access files, mail, office machinery, etc. and constantly operates a computer and other office equipment, such as a phone, copier/printer, etc.  Will need to position self to maintain computers, including under desks and in the server closet. Employee will frequently communicate with members and co-workers and must be able to exchange accurate information in these situations. Employee will travel to visit CU location as needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Core Competencies

Every position at Credit Union of Colorado is grounded in our organizational Core Values and Core Competencies. These skills and behaviors guide how we work, collaborate, and deliver results. Click here to view our Core Values and Core Competencies on Atlas.