Respect. Integrity. Ethics. Compassion. Humor.
At our Credit Union these five core values aren’t just words on a wall, they are our daily way of life. Our purpose is to build local loyalty, connect to community and make life easier for those we serve. To accomplish this, we hire team members who demonstrate a strong desire to serve others, who embrace change, who are eager to learn and who enjoy a good laugh.
POSITION PURPOSE
As a Financial Advocate at Central Willamette, your role is pivotal in embodying our vision to serve to build better lives and communities together. You are tasked with providing exceptional, ethical service, anticipating and addressing our members' financial needs with our suite of products and services. Acting as a personal consultant, you will guide members through their financial journeys with convenient, accessible, and affordable solutions, both in-person and remotely. Success in this role depends on your ability to proactively uncover and meet member needs and deepen relationships resulting in increased adoption of products and services, enhanced protection of their assets, and consistently stellar member satisfaction ratings.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
40% Member Financial Advocacy and Education
- Serve as members' personal financial advocate by understanding their financial needs and goals, offering proactive solutions to save or earn money.
- Offer financial education, use every interaction to build trust, uncover opportunities to assist members, and develop loyal promoters.
- Help members learn how to utilize self-service options and existing technology for their financial well-being.
- Show initiative in expanding knowledge in areas like credit building, mortgage lending, debt consolidation, savings, retirement, business banking, budgeting, and digital solutions.
30% Sales and Service Excellence
- Establish rapport with members, ask open-ended questions, present solutions, address concerns, and finalize decisions assertively.
- Accountable for achieving individual and branch goals related to deposit, membership, and lending growth through service excellence.
- Provide exceptional member service to create memorable experiences, as measured by products per household, loan products with debt protection, and high net promoter scores.
20% Operational and Compliance Responsibilities
- Ensure timely follow-up, maintain accurate documentation, uphold quality controls, and take ownership of improvement opportunities.
- Perform branch duties, including tellering, lobby management, opening and closing responsibilities, and problem-solving.
- Complete all required education, training, and professional development.
- Comply with CWCU policies, State and Federal regulations, and Information Protection requirements.
10% Member Engagement and Problem Resolution
- Engage in proactive member activities, including outbound calling, community engagement, and financial education.
- Research and resolve member requests, concerns, and inquiries, ensuring favorable resolution.
- Perform additional duties as assigned.
QUALIFICATIONS
- Familiarity with financial products and services offered by credit unions, such as loans, deposits accounts, 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, in the English language.
- 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.
- Proven track record of reliable and consistent attendance, with a strong commitment to punctuality and effective job performance that supports team efficiency and organizational goals.
- Excellent organizational skills, with the ability to prioritize and complete multiple tasks and process large volumes of account transactions efficiently and accurately.
- Ability to problem-solve, demonstrate active listening, and de-escalate situations.
- 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.
- Must possess strong foundation in relationship-building and consultative sales skills.
- 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.
- Proficiency in Spanish is not a mandatory requirement for this position. Candidates who are fluent in Spanish may be eligible for a language proficiency pay differential.
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to work branch hours including Saturdays, with the flexibility to work additional hours for team meetings and to accomplish organizational goals and objectives.
- Ability to sit or stand within proximity of a computer terminal for extended periods.
- Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus
