Communications Advocate

On Tap Credit Union • Golden, CO

7d • $23 - $25 • Hybrid

About The Position

Provides a single source for our members and potential members to support their financial needs. Accurately assist members with account and loan-related issues as appropriate. This includes processing transactions, answering inquiries, and offering solutions to common member issues, among others.

Requirements

• Demonstrated excellence in verbal and written communication
• Strong ability to build effective and trusting relationships
• Ability to maintain focus, persistence, positive approach, and discipline to meet the personal demands of a call center operations
• Ability to operate under pressure with elegance and composure
• Strong organizational and time management skills
• Highly competent with Microsoft Office Word, Excel, PowerPoint, and Outlook
• High school diploma or equivalent required
• Minimum of 2 years’ experience in customer service with contact center skills preferred
• Reliable and dependable transportation and attendance
• A personal smartphone with the capability of uploading the latest operating versions of IOS or Android, is required

Nice To Haves

• Previous work in a financial institution is a plus

Responsibilities

• Constantly focus on relationship development including recommending beneficial products and services
• Consistent focus on first contact resolution with every interaction
• Utilize and provide all the tools necessary to guide members towards financial success
• Provide accurate and complete information about Credit Union products and services to members
• Maintain all appropriate required service standards
• Comply with all policies, procedures and regulations
• Maintain confidentiality and security of member information
• Meet or exceed scorecard expectations
• Collaborate with branches and support departments
• Maintain knowledge in all credit union programs, ensuring accuracy is delivered to all members
• Process detailed member requests accurately (i.e. wires, automatic transfers, etc.)
• Perform periodic file maintenance on member accounts
• Assist members with establishing new deposit products and services
• Issue, block and perform maintenance on debit and credit cards including travel notes, disputes, and fraud etc.…
• Identify activity that may cause loss and refer accordingly.
• Answer basic IRA questions
• Respond efficiently and accurately to all written member requests through multiple communication channels using appropriate grammar, punctuation and providing accurate information within Service Level Agreement timeframes.
• Identify and offer deposit/loan products and services that best suit members’ needs by articulating the benefits and features
• Assist members with establishing new deposit accounts and services
• Promote and refer appropriate ancillary products and services
• Maintain existing accounts and services
• Promote and refer members to appropriate Partners/Team Members

Benefits

• Growth and Development
• PTO (paid time off) and financial loan programs
• Birthday off
• 401k Perk (100% of the first 5% you invest)
• Casual-dress work environment which includes On Tap branded gear, along with the option of beer gear to showcase our beer heritage and brewery partners. As a bonus, we also give clothing stipends to help you fill your closet.
• Wellness Center ($5.00 per month)
• Special employee rates on loans – mortgages, Visa, auto/boats/RV's.
• Make the Grade (underwriting 75% of your education expenses up to $2,500 each year after one full year of employment).
• Career coaching

What This Job Offers

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