MXC Member Advocate

Credit-Union-of-Colorado; Denver (CO); On-site; USD 31,000 - 35,000; Full time

Benefits offered by this job

Bonuses

Benefits package

Job summary

Credit Union of Colorado is seeking a friendly Member Advocate to deliver exceptional service through remote channels and phone support. You will educate members about products, resolve issues, and uphold the credit union’s values while handling multiple systems.

The role emphasizes empathy, accuracy, and timely responses across chat, email, and video platforms. Strong communication skills, Spanish bilingual ability, and an eagerness to learn about consumer and mortgage information are valuable

Qualifications

• High school diploma or GED required.
• 1+ year in customer service in a contact center (inbound/outbound, email or chat).
• Six months related experience in a financial retail environment preferred.
• Demonstrated analytical, accuracy, and problem-solving skills in a high-volume setting.
• Bilingual in Spanish is highly desired.

Responsibilities

• Actively listen and empathize, uncover needs, recommend solutions, educate members on services.
• Maintain enthusiasm and confidence over the phone to support a helping culture.
• Troubleshoot remote services including digital banking, bill pay, ATMs and payments.
• Research and respond to member inquiries using available resources and tools.
• Collaborate with branches and departments to provide optimal member solutions.
• Maintain knowledge of credit union programs to ensure quality service.

Skills

Customer service

Communication

Bilingual Spanish

Education

High school diploma or GED

Tools

Microsoft Word

DocuSign

Outlook

Symitar systems

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. See https://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings.

General Purpose of the Position

Primarily responsible for providingqualitymember service for Credit Union of Colorado members byhaving broadknowledge 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 withtheorganization. The individual is passionate about connecting with peoplethrough remote service channels.They ownthe member experience whileconsistentlydemonstratingCreditUnion of Colorado’scorevalues andserviceexpectations.

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

• Actively listens and demonstrates empathy in a fast-paced environment , ask s questions to uncover needs, recommend s solutions, solves problems creatively and efficiently, educate s 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.
• Maintain s knowledge in credit union programs, ensuring quality service and accuracy is delivered to members.
• Demonstrates call control,appropriate toneof voice, ability toquickly connectwith callers, resiliency with emotional or repetitive requests, and the ability to multi-task while navigating multiple systems.
• Provide s deposit, consumer and mortgage loan information , and money management services to members.
• Collaborate s across branches and support departments, to facilitate the best and most appropriate solutions for members.
• Meetsor exceeds metricsinprovidingpersonalizedmemberserviceincluding asking for the business, accuracy, and other key performance indicators.
• Demonstrate s flexibility in assuming a variety of roles and responsibiliti es 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 p rofessional development through training, coaching sessions , and other learning and development opportunities.
• Assistscoworkers as needed in a high-volume environment.
• ObtainsandmaintainsaSeries 30,Membership Officer,and Notary based on businessneedand 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,participatingonprojects, testing systems,andrepresentingthe 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, includingmonitoring forsuch 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 . S ix months related experience working in a financial retail environment . D emonstrated 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 SKILLSANDABILITIES

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 employeeis typically required tosit for long periods.The employee continuallyis required totalk or hear. The employeeis occasionally required tostand, walk,stoopand 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 travelrequiredto visit CU locations as needed.]

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.