Member Service Advocate (Virtual/Call Center Teller) – Floater – Oak Grove

Essential Functions

• Uphold and promote the organization’s Mission and Vision Statements, Core Values, and service standards in all interactions.  
• Provide exceptional service to members by addressing inquiries related to accounts, loans, and services in a timely manner.  
• Process member requests via Interactive Teller Machine ensuring accuracy and complete satisfaction.
• Responsible for creating a welcoming environment, providing personalized assistance to members and guests, and ensuring a positive experience through attentive service and effective communication.
• Handle inbound and outbound calls in a professional and courteous manner.
• Resolve member complaints or issues promptly and effectively, escalating when necessary.
• Promptly relay outstanding tasks or issues to relevant team members across all branches to ensure efficient operations.  
• Deliver member-focused solutions, including facilitating account transactions such as deposits, withdrawals, check cashing, loan payments, account transfers, fraud reports, and maintenance.
• Maintain professionalism and confidentiality while handling sensitive member information.  
• Process member requests accurately, ensuring complete satisfaction.  
• Balance checks and cash totals during downtimes and at the end of the business day; notify the Manager of any discrepancies.  
• Verify transactions by examining documents for endorsement, negotiability, and potential red flags to ensure compliance.  
• Process fraud paperwork with the member and forward it to the appropriate department.  
• Follow procedures for all required Bank Secrecy Act (BSA) reporting.  
• Actively market and cross-sell current and new credit union products and services, educating members on their features and benefits.  
• Meet or exceed sales and service goals, contributing to branch and member growth.  
• Maintain a high level of knowledge of Credit Union internal controls, compliance, laws, regulations, guidelines, policies, and procedures within the area of responsibility.  
• Demonstrate proficiency in basic computer operating systems, word processing tools, email platforms, internet functionality, and Credit Union core systems.  
• Maintain strict confidentiality regarding all non-public data and uphold the financial integrity of the Credit Union.  
• Advise the manager of any atypical situations that could pose a threat or risk to the Credit Union.  
• Establish and maintain productive working relationships with the Embold team.  
• Follow all policies and procedures of the credit union, including guidelines for preventing fraud and robbery, as well as governmental regulations.  
• Perform other duties and responsibilities, including departmental and individual goals and objectives as assigned.

Competencies:

• Communication / Teamwork            
• Job Knowledge
• Member / Market Focus
• Professionalism            
• Product Knowledge                  
• Attention to Detail

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.
• Must complete annual training on the SAFE ACT and meet testing requirements.

 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 members, 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:

• Limited supervision and inspection of work. Errors can be difficult to detect and resolve and/or the consequences of potential errors can be of significance including, but not limited to lawsuits, lost assets or revenue of a significant value or poor external audit.

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 – 8:45 AM – 5:45 PM Monday thru Friday, with alternating Saturdays (required) from 8:45 AM – 1:15 PM

Starting Pay Expectations:

Minimum to pay range midpoint of $26.13. Placement will generally not exceed the midpoint based on qualifications, experience, and internal equity. The full pay range is $22.21 to $31.35 hourly.

This position is eligible for mileage reimbursement.

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

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.