Financial Advocate-Albany/Pacific Branch

Central Willamette Credit Union; Albany (OR); On-site; USD 55,388,000 - 68,511,000; Full time

Benefits offered by this job

Vacation time

Paid holidays

Paid sick leave

Health insurance

Annual incentive

401(k) matching

Monthly incentives

Job summary

Central Willamette Credit Union in Albany, OR seeks a Financial Advocate to deliver ethical, member-first service and guide members on their financial journeys. You will educate, advise on products, and help members use digital tools while upholding CWCU's core values of respect, integrity, ethics, compassion, and humor.

CWCU offers a comprehensive benefits package including vacation, holidays, sick days, health/dental/vision insurance, and a strong 401(k) with employer matching, plus monthly

Qualifications

• High school diploma or equivalent.
• 3 years of customer service or sales experience.
• Financial services experience preferred.
• Bilingual preferred.

Responsibilities

• Serve as member financial advocate by understanding goals and offering proactive solutions.
• Provide financial education and build trust with members.
• Encourage use of self-service options and digital tools.
• Expand knowledge in areas like credit building, mortgages, debt consolidation, savings, and digital solutions.
• Establish rapport and achieve branch goals for deposits, memberships, and lending.
• Deliver exceptional member service to enhance the member journey.
• Perform branch duties: tellering, lobby management, opening/closing tasks.
• Complete required training, adhere to CWCU policies and regulations.
• Engage in proactive member activities and resolve inquiries.

Skills

Customer service

Financial products

Multiplatform knowledge

English communication

Relationship building

Problem solving

Teamwork

Professional image

Org skills

De-escalation

Scheduling adaptability

Education

High school diploma

CS/Sales experience

Financial services

Bilingual

Tools

Word processing

Spreadsheets

Job description

Brief Description

Respect. Integrity. Ethics. Compassion. Humor.
At our Credit Union these five core values aren't just words on a wall, they are our daily way of life. Our purpose is to build local loyalty; connect to community and make life easier for those we serve. To accomplish this, we hire team members who demonstrate a strong desire to serve others, who embrace change, who are eager to learn, and who enjoy a good laugh.

As a Financial Advocate at Central Willamette, you play a vital role in fulfilling our mission to build better lives and stronger communities. You will deliver exceptional, ethical service by anticipating and addressing our members' financial needs through our comprehensive suite of products and services. Acting as a trusted consultant, you will guide members on their financial journeys, offering convenient, accessible, and affordable solutions.

This Role Offers a Comprehensive Benefits Package That Includes

• 2 weeks' vacation in the first year, 3 weeks in the second year, and 4 weeks starting the third year.
• 10 paid holidays each year.
• 5 paid sick days annually.
• Medical, dental, and vision insurance effective the first of the month following your hire date.
• Eligible for a semi-annual incentive of 2.5 (5% yearly) of your annual salary based upon the achievement of our strategic organizational goals.
• Upon completion of your 6th month of employment, you're eligible to enroll in Central Willamette's 401(k) program. Central Willamette Credit Union will match your contributions dollar for dollar up to the first 3% of your gross salary, and 50% of the next 2% of your gross salary.
• Monthly incentives!

Essential Functions And Responsibilities

40% Member Financial Advocacy and Education

• Serve as members' personal financial advocate by understanding their financial needs and goals, offering proactive solutions to save or earn money, and always acting in their best interest with integrity and respect.
• Offer financial education and use every interaction to build trust, uncover opportunities to assist members, and develop loyal promoters, demonstrating strong communication and a genuine commitment to enhancing the member experience.
• Help members learn how to utilize self-service options and existing technology for their financial well-being, showing patience and adaptability while continuously seeking ways to improve their experience.
• Show initiative in expanding knowledge in areas like credit building, mortgage lending, debt consolidation, savings, retirement, business banking, budgeting, and digital solutions, reflecting a commitment to continuous learning and improvement.

40% Sales and Service Excellence

• Establish rapport with members, ask open-ended questions, present solutions, address concerns, and finalize decisions assertively, using effective communication and sound judgment to ensure members feel heard and valued.
• Accountable for achieving individual and branch goals related to deposit, membership, and lending growth through service excellence, demonstrating a results-driven mindset and a focus on team success.
• Provide exceptional member service to create memorable experiences, as measured by products per household, loan products with debt protection, and high net promoter scores, consistently striving to exceed expectations and enhance the member journey.

10% Operational and Compliance Responsibilities

• Ensure timely follow-up, maintain accurate documentation, uphold quality controls, and take ownership of improvement opportunities, applying attention to detail and decision quality in all operational tasks.
• Perform branch duties, including tellering, lobby management, opening and closing responsibilities, and problem-solving, while maintaining professionalism and supporting a collaborative team environment.
• Complete all required education, training, and professional development, demonstrating a commitment to continuous learning and staying current with industry best practices.
• Comply with CWCU policies, State and Federal regulations, and Information Protection requirements, upholding the highest standards of ethics, trust, and confidentiality.

10% Member Engagement and Problem Resolution

• Engage in proactive member activities, including outbound calling, community engagement, and financial education, representing CWCU with compassion and building strong relationships within the community.
• Research and resolve member requests, concerns, and inquiries, ensuring favorable resolution by listening actively, communicating clearly, and taking ownership of outcomes.
• Perform additional duties as assigned, demonstrating flexibility, a positive attitude, and a willingness to support the team and organization as needed.

Qualifications

• Familiarity with financial products and services offered by credit unions, such as loans, deposits accounts, and savings options.
• Understanding of the difference between banks and credit unions.
• Strong ability to quickly learn and use multiple platforms, software, and databases to manage member requests.
• Excellent verbal and written communication skills to clearly explain complex financial concepts and options to members of varying levels of financial literacy, in the English language.
• Capacity to build and maintain strong relationships with members, fostering trust and loyalty through consistent, positive interactions.
• Ability to assess members' financial situations, identify opportunities, and offer tailored solutions that align with their goals.
• Willingness to work collaboratively with coworkers to ensure a seamless member experience.
• Ability to present a professional image when dealing with members, co-workers, and outside contacts.
• Ability to work independently, and as a team member, by using discretion in decision making and sound judgement in problem solving.
• Excellent organizational skills, with the ability to prioritize and complete multiple tasks and process large volumes of account transactions efficiently and accurately.
• Ability to problem-solve, demonstrate active listening, and de-escalate situations.
• Goal-oriented mindset with a strong desire to exceed expectations.
• Commitment to advocating for members and helping them achieve financial stability.
• Ability to adapt schedule to meet branch and member needs.

Education/Experience Requirements

• High school diploma or equivalent required.
• Minimum of 3 years of work experience in customer service or sales roles required.
• Must possess strong foundation in relationship-building and consultative sales skills.
• Prior experience in financial services or a related field preferred.
• Proven track record of excellent customer service and goal achievement.
• Working knowledge of personal computers, word processing and spreadsheets.
• Working knowledge of current State, Federal, and other regulations applicable to consumer lending and savings.
• Bilingual preferred. Candidates who are Bilingual may be eligible for a language proficiency pay differential.

Salary range $19.33-$23.91 per hour