Member Service Advocate (Phone Teller) - Call Center

Member Service Advocate (Phone Teller)

• Call Center

EMBOLD FEDERAL CREDIT UNION

Oak Grove, OR Job Details Full-time $26.17

• $31.

41 an hour 20 hours ago Benefits Health insurance On-site gym Dental insurance 401(k) Tuition reimbursement Paid time off Vision insurance Loan assistance Qualifications Computer operation Computer literacy Basic math High school diploma or GED Technical Proficiency Full Job Description Learn more about working at Embold here: http://bit.ly/clackamas-youtube 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.

Position Summary:

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.

Essential Functions Organizational Values and Culture:

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.

Member Service & Communication:

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.

Virtual Branch:

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

Digital Support & Technical Troubleshooting:

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 processing tools, email platforms, internet functionality, and Credit Union core systems.

Sales & Relationship Development:

Promote honest, ethical incentive practices that build trust and support long-term member relationships. Using account resources, refer or cross-sell products and services that benefit the member. Meet or exceed sales and service goals, contributing to branch and member growth.

Compliance, Risk, & Security:

Process fraud paperwork requirements with the member and forward to the appropriate department. Follow procedures for all required Bank Secrecy Act (BSA) reporting. Maintain a high level of knowledge of Credit Union internal controls, compliance, laws, regulations, guidelines, policies and procedures in the area of responsibility. Maintain strict confidentiality regarding all non-public data and uphold the financial integrity of the Credit Union. Advise manager of any atypical situation that could pose a threat, risk or loss to the Credit Union.

Competencies:

Communication Job Knowledge Member / Market Focus Attention to

Detail Professionalism Product Knowledge Teamwork Other Expectations:

This position is responsible for providing support to other departments/branches as needed. This could result in a temporary or permanent reassignment to another department/branch based on organizational needs. Participation in community and/or volunteering events preferred. Continual understanding, applied knowledge of, and adherence to the Bank Secrecy Act and all federal, state, and local financial regulations and reporting. Ongoing professional development

• must complete the annual required courses and trainings; must meet expectations on Performance Evaluations and Behavioral Expectations.

Complete the Financial Counseling Certification Program (FiCEP) and obtain your Certified Credit Union Financial Counselor (CCUFC) credential within 12 months.

Management Scope:

Has no supervisory/managerial responsibilities.

Interpersonal Skills:

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Independent Judgement:

Specific standards and operating procedures provide some options and latitude for independent decision and action. The employee uses initiative in carrying out recurring assignments independently without specific instruction, but refers deviations, problems, and unfamiliar situations not covered by instructions to the supervisor for decision or help. Decisions are usually limited to choosing between two or three known options. Decisions normally take the form of recommendations or giving input.

Mental Complexity:

Problems encountered are relatively simple in nature, requiring some analysis or research to determine the best solution from a limited number of prescribed options. Generally, average transactions and tasks can take between 15 minutes and 30 minutes.

Organizational Impact:

Has little or no noticeable authority to make decisions or responsibility to generate results that would impact the overall company goals and objectives and would not have budgetary responsibilities. The impact of the job would generally effect the services or product, which an individual member or employee would receive. Potential for

Error:

Moderate supervision and inspection of work. Errors can be difficult to detect but are generally easy to resolve and/or consequences of potential errors is of some concern but not significant.

Physical Requirements:

Perform primarily sedentary work with limited physical exertion and lifting up to 10lbs regularly; on occasion lifting up to 30lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment; e.g. computer, telephone, scanner, copier, facsimile, and calculator. Must be able to sit or stand for long periods of time. Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

Working Conditions:

This job operates in a professional environment. Days and hours of work will be established to cover office operations, typically ranging Monday through Saturday. Must be able to work extended hours whenever required or requested by management. This position may be required to travel to other branches for coverage, and to all staff meetings. Potential exposure to hazards, i.e. robbery, etc. Mental and/or

Emotional Requirements:

Must be able to perform job functions independently and work effectively as part of a team. Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various written and oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic financial calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Experience:

REQUIRED

Six months of similar or related duties (as outlined in the essential functions), including time spent in similar or preparatory positions.

PREFERRED

Greater than six months of similar or related duties (as outlined in the essential functions), including time spent in similar or preparatory positions.

Education:

REQUIRED

A high school degree or

GED. PREFERRED

A two-year college degree or completion of a specialized course of study. Work Schedule

FULL-TIME

• Non-exempt
• 8:30 AM
• 5:30 PM Monday thru Friday, with alternating Saturdays (required) from 8:30 AM
• 1:00

PM Starting Pay Expectations:

Minimum pay range midpoint of $26.17 an hour. Placement will generally not exceed the midpoint and is based on qualifications, experience, and internal equity. Those who are fluent in Spanish are eligible for a language differential pay.

How We Determine Pay :

This position is covered by the Oregon Equal Pay Act. Your salary is determined based on the experience listed in your resume that is directly related and equivalent to the position for which you are applying. It is strongly encouraged to include any transferable experience (paid or unpaid regardless of how recent) to ensure your offer is reflective of all your relevant experience.

Benefits:

Here are a few of our great benefits. Medical, Vision, and Dental

• Generous PTO-401k
• Education Reimbursement & Student Loan Repayment Assistance and the onsite gym at administrative headquarters.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.