MXC Member Advocate

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://(Use the "Apply for this Job" box below). for a high-level overview of our benefits package and bonus offerings.

General Purpose of the Position

Primarily responsible for providingqualitymember service for Credit Union of Colorado members byhaving broad knowledge 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 people through remote service channels.

They ownthe member experience whileconsistentlydemonstrating

Credit

Union of Colorado’score values andserviceexpectations.

ESSENTIAL DUTIES AND RESPONSIBILITIES (including the following). May perform other duties as requested or assigned.

• Actively listens and demonstrates empathy in a fast-paced environment , ask s questions to uncover needs, recommend s solutions, solves problems creatively and efficiently, educate s members about relevant service options.
• Displays enthusiasm and confidence over the phone that consistently maintains the “here to help” culture.
• Troubleshoots remote services including digital banking, bill pay, ATMs and payments.
• Works autonomously using the appropriate resources and tools to research and respond to member inquiries in a timely manner .
• Works well within a team to collaborate with peers; support other departments/branches; and consistently meet department and organizational goals.
• Maintain s knowledge in credit union programs, ensuring quality service and accuracy is delivered to members.
• Demonstrates call control,appropriate toneof voice, ability toquickly connect with callers, resiliency with emotional or repetitive requests, and the ability to multi-task while navigating multiple systems.
• Provide s deposit, consumer and mortgage loan information , and money management services to members.
• Collaborate s across branches and support departments, to facilitate the best and most appropriate solutions for members.
• Meetsor exceeds metricsinprovidingpersonalizedmemberserviceincluding asking for the business, accuracy, and other key performance indicators.
• Demonstrate s flexibility in assuming a variety of roles and responsibiliti es including new membership accounts, account access, account changes, debit/credit cards, rates for savings and loan products, account fraud, and other diverse member inquiries .
• Uses various service delivery channels including telephone, email, chat, video conferencing, etc.
• Meets or exceeds quality monitoring scores as part of the quality monitoring program.
• Participates in p rofessional development through training, coaching sessions , and other learning and development opportunities.
• Assistscoworkers as needed in a high-volume environment.
• Obtainsandmaintainsa Series 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, including monitoring forsuch illegal activity as it applies to this position.

Requirements

EDUCATION AND EXPERIENCE

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

Preferred experience is one year or more of customer service in a contact center of inbound or outbound calls, email, or…