Member Advocate - Member Experience Center

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 (including 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. 

• 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. 

 

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 clearly and effectively communicate verbally 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 

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