MXC Member Advocate

Credit Union of Colorado; Denver (CO); Hybrid; USD 32,000 - 34,000; Full time

Benefits offered by this job

Bonuses

Benefits package

Job summary

Credit Union of Colorado seeks a Member Advocate to deliver quality member service and advise on products and services, owning the member experience across remote channels to reflect the cu’s values and service standards.

In a dynamic, high-volume environment, you will assist with deposits, loans, and money management, while collaborating across branches to provide the best solutions for members.

Qualifications

• One year or more of customer service in a contact center (inbound/outbound, email, or chat).
• Six months’ experience in a financial retail environment.
• Demonstrated analytical, accuracy, and problem-solving skills in a high-volume setting.
• Clear, effective verbal and written communication; bilingual Spanish is highly desired.

Responsibilities

• Actively listens and empathizes with members in a fast-paced environment and uncovers needs.
• Demonstrates enthusiasm and a helpful attitude over the phone.
• Troubleshoots remote services including digital banking and payments.
• Researches and responds to member inquiries using available resources and tools.
• Collaborates with branches/departments to deliver best solutions for members.
• Maintains knowledge of credit union programs to ensure accurate service.

Skills

Active listening

Empathy

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.

Remote Eligible: Hybrid

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 whileconsistentlydemonstratingCredit Union of Colorado'scorevalues andserviceexpectations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

(includingthe following). May perform other duties as requested or assigned.

• Actively listens anddemonstratesempathy in a fast-paced environment, asksquestions to uncover needs, recommendssolutions,solves problems creatively and efficiently,educatesmembers aboutrelevantservice options.
• Displays enthusiasm and confidence over the phone that consistentlymaintainsthe "here to help" culture.
• Troubleshoots remote services including digital banking, bill pay, ATMs and payments.
• Works autonomously using theappropriate resourcesand tools to research and respond to member inquiriesin a timely manner.
• Works well within a team to collaborate with peers; support other departments/branches; and consistently meet department and organizational goals.
• Maintainsknowledge in credit union programs, ensuringqualityservice 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.
• Providesdeposit, consumer and mortgage loaninformation, and money management services to members.
• Collaboratesacross branches and support departments, tofacilitatethe best and mostappropriate solutionsfor members.
• Meetsor exceeds metricsinprovidingpersonalizedmemberserviceincluding asking for the business, accuracy, and other key performance indicators.
• Demonstratesflexibility 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.
• Usesvarious service delivery channels includingtelephone, 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, andother 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

High school diploma or general education degree (GED)required.

EDUCATION AND EXPERIENCE

Preferred experience is one year or more of customer service in a contact center of inbound or outbound calls, email, or chat channels.Sixmonthsrelated experience working in a financial retail environment. Demonstrated analytical, accuracy, and problem-solving skills within ahigh-volumework environment. Ability toclearly and effectively communicate verballyand 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.