Branch Member Advocate

Credit Union of Colorado•Colorado Springs, CO

5d•$23 - $25•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 offer appropriate solutions. The role builds trust through compassionate, approachable interactions and takes ownership of each member interaction to ensure confidence in the solutions provided. The position requires knowledge of deposit accounts, consumer and mortgage loans, and self-service products, and consistently upholds the credit union’s Core Values and service expectations. The Member Advocate supports members with account opening and maintenance, loan applications, everyday financial transactions, and digital banking services. The role also contributes to branch operations, works with branch and support teams, and helps meet branch scorecard expectations. Compliance responsibilities include verifying identities and transactions, monitoring for illegal activity, and maintaining required Mortgage Loan Originator, Membership Officer, and Notary Public credentials.

Requirements

High school diploma or general education degree (GED).
Ability to communicate and connect effectively.
Ability to establish and maintain effective working relationships with administrative officials and the public.
Ability to use interpersonal skills to build member confidence, respect, and trust in Credit Union of Colorado and develop cooperative relationships throughout the organization.
Ability to operate related computer applications and business equipment.
Ability to exercise good judgment and discretion when applying and interpreting credit union policies and procedures.
Ability to add, subtract, multiply, and divide 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.

Nice To Haves

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

Responsibilities

Build rapport, identify member needs, and recommend appropriate financial services, including share 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 additional credit union products and services that may enhance the member experience.
Assist with deposits, withdrawals, loan payments, wire transfers, check cashing, and other routine financial transactions.
Educate members about digital banking and assist with online and mobile banking enrollment.
Provide account maintenance services, including updating personal information, processing account disputes, ordering checks, and issuing cards.
Work with branches and support teams to deliver suitable solutions for members.
Take ownership of personal and professional growth through training, collaboration, and teamwork, and support coworkers’ learning.
Assist with branch opening and closing procedures.
Balance cash drawers and ensure accurate end-of-day settlements.
Support branch scorecard expectations through exceptional member service, accuracy, and member-centric behaviors.
Handle account maintenance, including audits and product add-ons.
Take on varied roles and responsibilities as needed.
Verify member identification and transactions to prevent fraud and financial crimes.
Register 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.
Perform other duties as requested or assigned.