Member Service Advocate; Phone Teller; Call Center

• Location 15099 SE McLoughlin Blvd,Oak Grove, OR, 97267,United States

Expand your career and join the Embold Credit Union Team!

We are boldly growing to new heights while deepening our community roots.

Since 1957, we have served Clackamas County with the mission of helping our members meet their financial goals. In 2021, an expansion allowed the credit union to begin serving anyone who lives, works, worships or attends school in Clackamas, Marion, Multnomah, Polk, Washington, and Yamhill counties.

From these roots,
Embold Credit Union was born. Our name change helps demonstrate our commitment to our entire service area, but the important things remain the same — our commitment to serving our members and our communities.

What makes Embold different from a bank? Our structure, values, and impact. We put people before profits. We’re committed to bringing innovative financial services to our membership, including ITIN lending services, Payday Alternative Loans, and financial planning specific to families of special needs children. And we’re dedicated to making an impact in our communities through volunteerism, investment, and fundraising.

Those who are fluent in Spanish are eligible for a language differential pay of $100 per pay period.

Embold believes that each employee makes a significant contribution to the success of our Mission, Vision, and Values. This position description is designed to outline primary duties, qualifications and job scope, but not limit the incumbent nor the Credit Union to just the work identified. Your contributions should not be limited by the assigned responsibilities. It is our expectation that each employee will offer their services where needed to ensure the success of our endeavors.

The Call Center Member Service Advocate is a dynamic position that provides a world-class service experience for our members. The Member Service Advocate will provide a variety of member-focused solutions and transactions (i.e. deposits, withdrawals, check cashing, loan payments, account transfers, fraud reports, account inquiries, account maintenance). This position is responsible for helping members reach their financial goals by providing information on our services, products, and promotions.

This position has the additional responsibility for opening new member shares and may support the Virtual Branch providing services through ITM sessions, online chat, or email.

• Embraces the Embold Experience including our Mission and Vision Statements, Core Values and service standards.
• Establish and maintain productive and effective working relationships with the Embold Team.
• Perform other duties and responsibilities including departmental and individual goals and objectives as assigned.

• Process member requests ensuring accuracy and complete satisfaction.
• Accurately document call interactions, notes, and follow ups in Core system.
• Handle inbound and outbound calls, manage call queues, wait times and service levels.
• Educate members on product features and benefits to strengthen trust and drive long-term banking relationships.
• Process requests accurately and in a timely manner, ensuring consistent and proactive follow-up.

• Responsible for keeping transaction limits within guidelines.
• Verify transactions; examine documents for endorsement, negotiability, and potential red flags, to ensure compliance.

• Troubleshoot login or card issues, navigation challenges, and digital transactions including password resets and digital tools.
• Multitask with different software programs simultaneously.
• Proficiency in using basic computer operating systems, word…