Temporary Member Advocate (Contact Center)

Pay Range: $18.56 - $22.33 per hour

Remote Eligible: Hybrid

We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See https://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings.

Schedule: This position will be scheduled for 25 - 40 hours per week, based on business need.

General Purpose of the Position

Primarily responsible for providing quality member service for Credit Union of Colorado members by having broad knowledge of company products and services to find the best solutions for members.  A Member Advocate is compassionate, approachable, and dedicated to enriching the member’s experience with the organization. The individual is passionate about connecting with people through remote service channels.  They own the member experience while consistently demonstrating Credit Union of Colorado’s core values and service expectations.

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

• 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.
• 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 to members.
• Collaborates across branches and support departments, to facilitate the best and most appropriate solutions for members.
• Demonstrates flexibility in assuming a variety of roles and responsibilities including, account access, account changes, debit/credit cards, and loan payments.
• Meets or exceeds quality monitoring scores as part of the quality monitoring program.
• 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, including monitoring for such illegal activity as it applies to this position.

Requirements

EDUCATION AND EXPERIENCE

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 communicate verbally clearly and effectively and in writing.  Bilingual in Spanish is highly desired.

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. Microsoft Word, DocuSign, and Outlook; Symitar 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.  [Limited travel required to visit CU locations as needed.] 

Core Competencies

MEMBER FOCUSED        

Creates trust by building relationships and actively discovers the right solutions for Members and peers; understands that the credit union exists as a result of Member trust and loyalty in the organization and employees; is passionate and dedicated to meeting the expectations and requirements of internal and external Members.

COOPERATION AND TEAMWORK             

Relates well to all kinds of people; builds appropriate rapport; works harmoniously with others; uses and understands diplomacy and tact; encourages collaboration; seeks opinions; is candid with peers; values working relationships. Readily puts in extra effort to accomplish important tasks.                         

DECISION QUALITY         

Understands the member’s best interest is first; demonstrates decisions which are based on creating the best possible outcome for the member; makes decisions based on a mixture of analysis, wisdom, experience, and judgment; most recommendations and decisions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.

PROBLEM SOLVING       

Uses rigorous logic and methods to solve difficult problems creating effective solutions; is resilient and will own the solution and the problem; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.

ACTION ORIENTED         

Pushes self and others to achieve the best possible results for the Member, organization and employees; proactively seeks out opportunities; raises hand, rather than waits to be asked; not fearful of acting with a minimum of planning; understands that it’s OK to make a mistake (fail forward).

ADAPTABLE       

Learns on the fly; is a relentless, versatile and an active learner; open to change; can learn new skills and knowledge; analyzes both successes and failures for opportunities to improve; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weaknesses and limits.

INNOVATION

A cultural mindset that supports new ideas, fosters experimentation, and drives continuous improvement to deliver member value.

Combines and brings forward ideas in unique ways to make connections between disparate ideas; willingness to explore different lines of thought and suggestions and try new ideas through experimentation, views situations from multiple perspectives; brainstorms multiple approaches/solutions to benefit members.

 

Credit Union of Colorado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws. 

Please note applicants can redact any information that identifies their age, birth date, or dates of schooling on either their resume or any additional materials provided.