Branch Member Advocate

Credit-Union-of-Colorado; Lakewood (CO); On-site; USD 47,000 - 52,000; Full time

Job summary

Credit Union of Colorado is seeking a Member Advocate to deliver exceptional member service across deposits, loans, and self-service options. You will build trust, educate members, and ensure accurate handling of accounts while supporting branch operations and onboarding plans.

Ideal candidates have strong communication, retail experience, and knowledge of financial products, with the ability to adapt to various member needs and channel delivery methods.

Qualifications

• High school diploma or GED required with six months related experience in financial retail preferred.
• Two to three years of direct retail sales experience and cash handling preferred.
• Must communicate clearly verbally and in writing.

Responsibilities

• Consistently build rapport, uncover needs, and educate members on service options.
• Open new member accounts and service existing ones, safeguarding information.
• Provide deposit, consumer and mortgage loan, and money management services to members.
• Collaborate across branches to deliver the best solutions for members.
• Manage onboarding and maintain a member-centric approach in service interactions.

Skills

Customer service

Retail sales

Cash handling

Communication

Problem solving

Education

High school diploma or GED

Tools

Word

Excel

Outlook

Symitar

DocuSign

Job description

Hourly Pay Range: $22.79 - $25.07, depending on experience

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

General Purpose of the Position

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 CentricityOpen 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.

Requirements

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.

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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Credit Union of Colorado’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A \"disabled veteran\" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A \"recently separated veteran\" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An \"active duty wartime or campaign badge veteran\" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An \"Armed forces service medal veteran\" means a veteran who, while serving on active duty