Member Advocate

Remote Eligible: No

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES (includes the following). May perform other duties as requested or assigned.

• Consistently build rapport, ask questions to uncover needs, recommend solutions, educate our members about our convenient service options, and demonstrate our “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 is delivered to all members.
• Provide deposit, consumer and mortgage loan, and money management services to members.
• Collaborate across all branches and support departments, to always facilitate the best and most appropriate solutions for our members.
• Demonstrate flexibility in assuming a variety of roles and responsibilities including, but not limited to, teller operations, reception, consumer, and mortgage loans.
• Knowledgeable and effective with all delivery channels to include member-facing, telephone, email, video conferencing, etc.
• Successfully complete onboarding plan and incorporate/display a member centric approach when serving members.
• Assume responsibility for personal and professional development through training, collaboration, and teamwork.
• Meet or exceed scorecard expectations in demonstrating exemplary 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.
• Required to comply with NCUA requirements and register as a Mortgage Loan Originator and keep a current registration in compliance with the SAFE Act.
• Obtain and maintain Series 30, Membership Officer, Notary, and Lending Authority as required (and as defined by CUofCO’s Consumer Lending Department).
• Adhere to all Federal and State laws and regulations applicable to the credit union, including but not limited to the Bank Secrecy Act and OFAC.
• Other duties as assigned. This may include, but is not limited to, opening, and closing the branch, assisting the branch with real estate and consumer loan closings, 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) and the Anti Money Laundering Act, including monitoring for such illegal activity as it applies to this position.

EDUCATION AND EXPERIENCE

High school diploma or general education degree (GED) required and six months related experience working in a financial retail environment preferred. Two to three years of direct retail sales experience and cash handling preferred. Demonstrated analytical, accuracy, and problem-solving skills within a work environment. Ability to communicate verbally clearly and effectively and in writing.

OTHER SKILLS AND ABILITIES

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; Symitar and DocuSign systems a plus.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is typically required to sit for long periods.  The employee continually is required to talk or hear. The employee is occasionally required to stand, walk, stoop, and reach with hands and arms. The employee will occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision and the ability to adjust focus.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.