Financial Advocate-Salem/Lancaster Branch FT
Brief Description
At Central Willamette Credit Union, our core values of Respect, Integrity, Ethics, Compassion, and Humor guide our daily operations. We aim to build local loyalty and strengthen our communities by serving our members effectively.
Essential Functions and Responsibilities
40% Member Financial Advocacy and Education: Serve as members' personal financial advocates, understand their needs, and provide solutions that benefit them. Offer financial education and build trust through open communication and a genuine commitment to enhancing the member experience.
40% Sales and Service Excellence: Establish rapport with members, ask open-ended questions, and provide solutions. Ensure all interactions are conducted with empathy and professionalism, focusing on member satisfaction and achieving branch goals.
10% Operational and Compliance Responsibilities: Ensure timely follow-up, maintain accurate documentation, and uphold quality controls. Complete required education and training, demonstrating a commitment to continuous learning and staying current with industry best practices.
10% Member Engagement and Problem Resolution: Engage in proactive member activities, research and resolve inquiries, and maintain a positive attitude. Work collaboratively with the team to ensure a seamless member experience.
Qualifications
Familiarity with financial products and services offered by credit unions, such as loans, deposits, and savings options.
Understanding of the difference between banks and credit unions.
Strong ability to quickly learn and use multiple platforms, software, and databases to manage member requests.
Excellent verbal and written communication skills to clearly explain complex financial concepts and options to members of varying levels of financial literacy.
Capacity to build and maintain strong relationships with members, fostering trust and loyalty through consistent, positive interactions.
Ability to assess members' financial situations, identify opportunities, and offer tailored solutions that align with their goals.
Willingness to work collaboratively with coworkers to ensure a seamless member experience.
Ability to present a professional image when dealing with members, co-workers, and outside contacts.
Ability to work independently, and as a team member, by using discretion in decision making and sound judgement in problem solving.
Excellent organizational skills, with the ability to prioritize and complete multiple tasks and process large volumes of account transactions efficiently and accurately.
Problem-solving, active listening, and de-escalation skills.
Goal-oriented mindset with a strong desire to exceed expectations.
Commitment to advocating for members and helping them achieve financial stability.
Ability to adapt schedule to meet branch and member needs.
Education/Experience Requirements
High school diploma or equivalent required.
Minimum of 3 years of work experience in customer service or sales roles required.
Prior experience in financial services or a related field preferred.
Proven track record of excellent customer service and goal achievement.
Working knowledge of personal computers, word processing, and spreadsheets.
Working knowledge of current State, Federal, and other regulations applicable to consumer lending and savings.
Bilingual preferred, with the potential for a language proficiency pay differential.
Benefits
2 weeks' vacation in the first year, increasing to 3 weeks in the second year and 4 weeks starting the third year.
10 paid holidays each year.
5 paid sick days annually.
Medical, dental, and vision insurance effective the first of the month following your hire date.
Semi-annual incentive of 2.5% (5% yearly) of your annual salary based upon the achievement of our strategic organizational goals.
Eligible for a 401(k) program after 6 months of employment, with a company match of dollar for dollar up to the first 3% of your gross salary, and 50% of the next 2% of your gross salary.