Branch Member Advocate

 

Remote Eligible: No

General Purpose of the Position

This role delivers exceptional service by leveraging in-depth knowledge of Credit Union of Colorado’s products to offer the best solutions for members. Compassionate and approachable, the Member Advocate builds trust, connects with people, and enhances the member experience. This role requires knowledge in deposit accounts, consumer and mortgage loans, and self-service products. Advocating for members, they take ownership of each interaction, ensuring confidence in the solutions provided. The Member Advocate consistently upholds the credit union’s Core Values and Service expectations. 

Essential Duties and Responsibilities 

Member Service: 

• Build rapport, identify member needs and recommend appropriate financial services, such as share accounts, loans, credit cards, digital banking and investment services. Demonstrate our “Here to help” and “Honestly Good” culture. 

• Open and maintain deposit accounts, including checking, savings, certificates of deposit, and IRAs. 

• Assist members with loan applications, providing guidance on requirements and next steps. 

• Cross-identify credit union products and services to enhance overall member experience. 

• Assist members with routine financial transactions, including deposits, withdrawals, loan payments, wire transfers, check cashing, and other services. 

• Educate members on digital banking services and help with online and mobile banking enrollment. 

• Provide account maintenance services such as updating personal information, processing account disputes, ordering checks, and card issuance. 

Relationship Building: 

• Work seamlessly with branches and support teams to deliver the best solutions for members. 

• Take ownership of personal and professional growth through training, collaboration, and teamwork while supporting coworkers in their learning. 

Operational Support: 

• Assist with branch opening and closing procedures. 

• Balance cash drawers and ensure accurate end-of-day settlements. 

• Support the branch team by meeting or exceeding scorecard expectations through exceptional member service, accuracy, and member-centric behaviors. Handle account maintenance, including audits and product add-ons. 

• Flexibly take on diverse roles and responsibilities as needed. 

Compliance & Risk Management: 

• Verify member identification and transactions to prevent fraud and financial crimes. 

• Comply with NCUA requirements by registering and maintaining active Mortgage Loan Originator status per the SAFE Act. 

• Obtain and maintain Membership Officer and actively serve as a Notary Public. 

• Ensure compliance with all applicable federal and state regulations, including the Bank Secrecy Act (BSA), OFAC, Fair and Accurate Credit Transactions Act (FACTA), and Anti-Money Laundering Act, while actively monitoring for illegal activity related to this role. 

• May perform other duties as requested or assigned. 

 

Requirements 

Must Haves: 

• Ability to communicate and connect effectively