Contact Center Member Advocate

GENERAL PURPOSE OF THE POSITION: Primarily responsible for providing effective member service for Credit Union of Colorado members by utilizing excellent, in-depth knowledge of company products and services to find the best solutions for our members.PROFILE: A MSCC Member Advocate is compassionate, approachable, and dedicated to enriching the members experience with our organization. The individual in this position is passionate about connecting with people, building trust and providing a level of expertise that is unmatched in the industry, by maintaining a deep knowledge of financial products and services including deposit accounts, consumer loans, and remote service delivery such as online banking. They must advocate for our members in pursuit of a better outcome, always owning the member experience to create confidence in finding the best solutions.A Member Services Contact Center Member Advocate must effectively carry out the essential duties of this position in a manner that consistently demonstrates Credit Union of Colorados Core Values and Services and Solutions expectations.ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.Consistently build rapport, ask questions to uncover needs, recommend solutions, educate our members about our convenience service options; demonstrate our here to help culture.Maintain knowledge in all credit union programs, ensuring exemplary service and accuracy is delivered to all members.Collaborate across all branches and support departments, to always facilitate the best and most appropriate solutions for our members.Knowledgeable and effective with all delivery channels to include telephone, email, and chat, etc.Successfully complete onboarding plan and incorporate/display a member centric approach when serving members.Assume responsibility for personal and professional development through training, collaboration, and teamwork.Meet or exceed scorecard expectations in demonstrating exemplary member service, accuracy, and Member Centricity behaviors. Perform account maintenance and transactions.Assist coworkers with learning and daily operational support in a fast-paced team environment.Obtain and maintain as needed Series 30, Membership Officer, Notary, and Lending Authority (as defined by CUofCOs Consumer Lending Department).Adhere to all Federal and State laws and regulations applicable to the credit union, including the Bank Secrecy Act and OFAC.Complete reporting and balancing as needed.Other duties as assigned. Which may include representing the Credit Union at external events.Bilingual in Spanish preferred. QualificationsEDUCATION and/or EXPERIENCE:High school diploma or general education degree (GED) required and six months related experience working in a financial retail environment preferred. One to two years of inbound or outbound call center experience. One year of direct retail sales experience preferred. Demonstrated analytical, accuracy, and problem solving skills within a work environment. Ability to clearly and effectively communicate verbally and in writing. CORE COMPETENCIES and SKILLSMEMBER FOCUSED Creates trust by building relationships and actively discovers the right solutions for Members and peers; understands that the credit union exists as a result of Member trust and loyalty in the organization and employees; is passionate and dedicated to meeting the expectations and requirements of internal and external Members. COOPERATION ANDTEAMWORK Relates well to all kinds of people; builds appropriate rapport; works harmoniously with others; uses and understands diplomacy and tact; encourages collaboration; seeks opinions; is candid with peers; values working relationships. Readily puts in extra effort to accomplish important tasks.DECISION QUALITY Understands the Members best interest is first; demonstrates decisions which are based on creating the best possible outcome for the member; makes decisions based on a mixture of analysis, wisdom, experience, and judgment; most recommendations and decisions turn out to be correct and accurate when judged over time; is widely trusted and sought out by others for advice and solutions. PROBLEM SOLVING Uses rigorous logic and methods to solve difficult problems with effective and innovative solutions; is resilient and will own the solution and the problem; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesnt stop at the first answersACTION ORIENTED Pushes self and others to achieve the best possible results for the Member, organization and employees; proactively seeks out opportunities; raises hand, rather than waits to be asked; not fearful of acting with a minimum of planning; understands that its OK to make a mistake (fail forward). ADAPTABLE Learns on the fly; is a relentless, versatile and active learners; open to change; can learn new skills and knowledge; analyzes both successes and failures for opportunities to improve; experiments and will attempt multiple ideas to find solutions; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and limits.