Branch Member Advocate

Credit Union of Colorado • Colorado Springs, CO

4d • Onsite

About The Position

The Branch Member Advocate delivers exceptional service by using in-depth knowledge of Credit Union of Colorado products to identify member needs and recommend appropriate solutions. The role requires knowledge of deposit accounts, consumer and mortgage loans, and self-service products. The advocate takes ownership of member interactions, builds trust, and supports a positive member experience while upholding the credit union’s Core Values and service expectations.

The position also supports branch operations, works collaboratively with branch and support teams, and complies with applicable regulatory and risk-management requirements. The employee may perform other duties as requested or assigned.

Requirements

• Ability to communicate and connect effectively.
• Ability to establish and maintain effective working relationships with administrative officials and the public.
• Interpersonal skills to build member confidence, respect, and trust in the credit union and foster cooperative relationships across the organization.
• Ability to operate related computer applications and business equipment.
• Good judgment and discretion when applying and interpreting credit union policies and procedures.
• Ability to perform arithmetic using whole numbers, common fractions, and decimals.
• Typing and data-entry skills, including use of a 10-key calculator.
• Ability to inspire trust and confidence among teams, peers, and the organization.
• High school diploma or GED.

Nice To Haves

• Related experience in a financial retail environment.
• Direct retail sales and cash-handling experience.
• Demonstrated analytical, accuracy, and problem-solving skills in a work environment.
• Experience with Microsoft Word, Excel, Outlook, Symitar, and DocuSign.

Responsibilities

• Build rapport with members, identify their needs, and recommend suitable financial services, including accounts, loans, credit cards, digital banking, and investment services.
• Demonstrate the credit union’s “Here to help” and “Honestly Good” culture.
• Open and maintain checking, savings, certificate of deposit, and IRA accounts.
• Assist members with loan applications and explain requirements and next steps.
• Identify relevant credit union products and services to enhance the member experience.
• Perform routine financial transactions, including deposits, withdrawals, loan payments, wire transfers, and check cashing.
• Educate members about digital banking and assist with online and mobile banking enrollment.
• Provide account maintenance services, including updating personal information, processing disputes, ordering checks, and issuing cards.
• Collaborate with branch and support teams to find effective solutions for members.
• Participate in training, collaboration, and teamwork; support coworkers’ learning and personal and professional growth.
• Assist with branch opening and closing procedures.
• Balance cash drawers and complete accurate end-of-day settlements.
• Support branch scorecard expectations through service, accuracy, and member-centric behaviors.
• Handle account maintenance, audits, and product add-ons.
• Take on diverse roles and responsibilities as needed.
• Verify member identification and transactions to help prevent fraud and financial crimes.
• Register for and maintain active Mortgage Loan Originator status in accordance with NCUA requirements and the SAFE Act.
• Obtain and maintain Membership Officer status and actively serve as a Notary Public.
• Comply with applicable federal and state regulations, including BSA, OFAC, FACTA, and the Anti-Money Laundering Act, and monitor for illegal activity related to the role.
• Travel to CU locations as needed.

Benefits

• Pay-for-performance compensation program, including bonuses for all employees.
• Competitive benefits package; specific benefits are described on the company careers website.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED