Universal Floating Advocate

SUMMARY/OBJECTIVE:

The Universal Floating Advocate is responsible for providing distinguished member service including efficient and accurate transaction processing. This position will assist members with account and loan related service requests as appropriate and identify cross-selling advocacy opportunities. In the floating role, this position will be assigned as needed to supplement staffing requirements in the Branches and eBranch.

DUTIES & RESPONSIBILITIES:

• Accurate and timely processing of transactions (deposits, withdrawals, transfers, loan payments, cashier’s checks and other services) working directly with members in the branch or incoming member (or potential) member calls.
• Process detailed member’s requests (i.e. wires, automatic transfers, notaries, etc.)
• Manage member traffic flow in the branch or in the phone queue, while demonstrating flexibility and teamwork.
• Identifying opportunities for continued financial success and referring to our service partners, i.e. Financial Advocates, Insurance Center, Investment and Retirement Center, Mortgage Center, etc.
• Resolve and/or appropriately escalate the resolution of members’ problems and concerns.
• Identify opportunities to provide solutions for our members financial needs through advocacy-based interactions with our members and recommend the appropriate product or service.
• Maintain the trust of members by being honest, keeping commitments, protecting information, and treating them with respect.
• Have the focus, persistence, positive outlook, and discipline to meet the personal demands of this service role while remaining elegant under pressure.
• Set high standards of performance, quality, and accountability for yourself.
• Adhere to all applicable state and federal regulations.
• Perform other duties as assigned.

SKILLS & COMPETENCIES:

• Command of software including Microsoft Suite (i.e. Outlook, Word, Excel, etc.)
• Ability to build relationships with Members and Co-workers
• Interpersonal Skills: Ability to tactfully questions and actively listen to members and employees to determine specific needs and answer those needs. Success and aptitude to work in a team environment with kind, elegant and genuine results.

QUALIFICATIONS/EDUCATION:

• High School diploma or GED equivalent
• At least 1 year of cash handling preferred
• 1-2 years of Credit Union experience, preferred
• Current driver’s license without restrictions and reliable transportation required
• Ability to work a flexible schedule, at multiple locations with limited notice
• Colorado Notary or must obtain within 60 days of employment

OTHER DUTIES:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
• Must comply with applicable policies, laws, and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Employees of On Tap Credit Union are responsible for maintaining the trust of our members, partners, and regulators through the safekeeping of member, Credit Union, and employee information assets. To this end, each employee is responsible for understanding and adhering to On Tap Credit Union’s Information Security Policy and Program as the same relates to their role and work. These duties vary by position and additional duties related to information security and/or participation in committees related to information security may be assigned from time to time.

EMPLOYEE RELATIONS – K.E.G. OF EXCELLENCE:

For us to create and maintain a world-class culture, every employee is asked to live the principles embodied below:

This is what it looks like:

• Promote a culture of teamwork throughout the entire organization.
• Demonstrate strong communication skills with members, peers, other departments, branches, and vendors.
• Utilize the Chain of Responsibility
• Assist others within and outside the department.

• Support our culture of continuous improvement and good stewardship of our members’ money by seeking opportunities for process efficiencies and savings.

• Support the credit union's advocacy strategy by being an advocate for our members and employees alike

• Respond to all emails, phone calls and employee surveys within their stated deadline, and if no deadline is requested in an otherwise timely manner.