Communications Advocate

Our Story started more than 60 years ago when eight employees from Coors Brewery established the Coors Credit Union. Throughout the past six decades, membership expanded as products and services were introduced with a focus on delivering first-class financial solutions.

On Tap Credit Union was born from this rich heritage in 2017 when we changed the name from Coors Credit Union, to include all beer manufacturers, employees and enthusiasts. In fact, On Tap Credit Union now serves members who live in surrounding Colorado areas and enjoy beer and the Colorado lifestyle. Our primary goals are to be more inclusive while preserving our heritage embracing quality, enhance our attention to detail and commit to the communities where we live.

Who We Are

We are not the 800-pound gorilla in the credit union universe, nor do we want to be. We are a robust financial institution with a paramount vision to craft financial opportunities and bring the dream of the Colorado lifestyle to every member of our community. No matter what our members' next adventure may be, we want to help them get there.

And today, we invite you to apply for our Communications Advocate opportunity in Golden, Colorado.


SUMMARY/OBJECTIVE

Provides a single source for our members and potential members to support their financial needs. Accurately assist members with account and loan-related issues as appropriate. This includes processing transactions, answering inquiries, and offering solutions to common member issues, among others.

DUTIES & RESPONSIBILITIES

Primary Duties:

• Artfully Crafted Advocacy:
  • Constantly focus on relationship development including recommending beneficial products and services
  • Consistent focus on first contact resolution with every interaction
  • Utilize and provide all the tools necessary to guide members towards financial success
• Service Development:
  • Provide accurate and complete information about Credit Union products and services to members
  • Maintain all appropriate required service standards
  • Comply with all policies, procedures and regulations
  • Maintain confidentiality and security of member information
  • Meet or exceed scorecard expectations
  • Collaborate with branches and support departments
  • Maintain knowledge in all credit union programs, ensuring accuracy is delivered to all members
  • Process detailed member requests accurately (i.e. wires, automatic transfers, etc.)
  • Perform periodic file maintenance on member accounts
  • Assist members with establishing new deposit products and services
  • Issue, block and perform maintenance on debit and credit cards including travel notes, disputes, and fraud etc....
  • Identify activity that may cause loss and refer accordingly.
  • Answer basic IRA questions
  • Respond efficiently and accurately to all written member requests through multiple communication channels using appropriate grammar, punctuation and providing accurate information within Service Level Agreement timeframes.
• Membership Development:
  • Identify and offer deposit/loan products and services that best suit members' needs by articulating the benefits and features
  • Assist members with establishing new deposit accounts and services
  • Promote and refer appropriate ancillary products and services
  • Maintain existing accounts and services
  • Promote and refer members to appropriate Partners/Team Members

SKILLS & COMPETENCIES:

• Demonstrated excellence in verbal and written communication
• Strong ability to build effective and trusting relationships
• Ability to maintain focus, persistence, positive approach, and discipline to meet the personal demands of a call center operations
• Ability to operate under pressure with elegance and composure
• Strong organizational and time management skills
• Highly competent with Microsoft Office Word, Excel, PowerPoint, and Outlook

QUALIFICATIONS/EDUCATION:

• High school diploma or equivalent required
• Minimum of 2 years' experience in customer service with contact center skills preferred
• Previous work in a financial institution is a plus
• Reliable and dependable transportation and attendance
• A personal smartphone with the capability of uploading the latest operating versions of IOS or Android, is required

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.

CORE VALUES

As a team member of On Tap Credit Union, you'll come to know our K.E.G. of Excellence as the heartbeat of our organization - a set of core values that illuminate our path and guide every action and decision we make.

• Kind: Caring, Empathetic, Approachable, Ethical.
• Engaged: Build Collaborative Relationships, Continuous Personal Growth, Accountable.
• Genuine: Authentic , Honest, Humble

This is what it looks like:

Kindness is at the heart of everything we do. It's about more than just being nice. It's about showing we are caring, empathetic, approachable, and ethical with members and each other.

Kindness is showing empathy by listening attentively to a member or colleague who's struggling and offering support. Whereas nice is just agreeing with someone to avoid conflict, even if you don't truly agree with them.

• Kindness is politely pulling someone aside and discreetly telling them they have spinach in their teeth. Whereas nice ignores the fact that someone has spinach in their teeth because it may feel uncomfortable to say something.
• Kindness is being approachable by keeping an open mind and putting yourself in someone else's shoes.
• Kindness is being caring andgoing the extra mile for a member or colleague.
• Kindness is being ethical and offering the product and solutions that are truly best for members and colleagues. It's not about reaching a goal or acting quickly.

Engagement reflects our commitment to being present and proactive in our roles. It's about being fully involved in our work, our community, and our members' lives. It's about building collaborative relationships, continuously growing personally, and holding ourselves accountable.

• Engagement is building collaborative relationships with members and colleagues, helping them through roadblocks, and celebrating successes.
• Engagement is building collaborative relationships with the community by volunteering and advocating to make a positive impact.
• Engagement is being accountable by taking ownership of work, deadlines, commitments, and even mistakes.
• Engaged is being accountable in meetings by showing up prepared, actively listening, asking questions, limiting tech distractions, and giving thoughtful feedback.
• Engagement is personal growth by proactively seeking learning opportunities and being adaptable to change.

Genuineness is about being authentic and transparent in all our dealings. It's about building trust through honesty and humility.

• Genuine is being humble byacknowledging that it is a full team effortwhen getting praised for a job well done.
• Genuine is giving honest feedback on a broken process or procedure. Then partnering for solutions, not assuming it is someone else's problem.
• Genuine is authentically embracing diversity, equity, and inclusion by acknowledging and celebrating the unique perspectives and experiences of individuals.

Here's What's in it for You:

• Growth and Development. This is a role that will make you eager to dive into your daily initiatives. Our Communication Advocates will be learning how to input loan applications to assist both of our branches. Are you up for that challenge?
• We've got PTO (paid time off) and financial loan programs to help you achieve your next adventure. And your birthday? We consider this a holiday too and give you a day off to celebrate!
• 401k Perk. We'll jump-start your savings by matching your contributions (100% of the first 5% you invest). Those match dollars are pre-taxed and 100% vested the month following your date of hire.
• Dress Code Extraordinaire. We've implemented a casual-dress work environment which includes On Tap branded gear, along with the option of beer gear to showcase our beer heritage and brewery partners. As a bonus, we also give clothing stipends to help you fill your closet.
• Wellness Center. Deeply discounted at only $5.00 per month, you'll have access to a state-of-the-art workout facility including daily fitness classes like spinning and yoga.
• Special employee rates on loans - mortgages, Visa, auto/boats/RV's.
• Make the Grade. On Tap believes in supporting our employees by offering regular career coaching and underwriting 75% of your education expenses up to $2,500 each year after one full year of employment.
• Co-workers. They are pretty cool, really like their jobs, embrace collaboration, ensure our members take center-stage and are life-long learners.

Salary Range: $23.00 - $25.00 Hybrid Work Arrangement (3 days a week onsite) . Full-time 40 hours per week

So that's our story . Interested? Then start your application. We want to hear your story.

On Tap Credit Union is proud to be an Equal Opportunity Employer who provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.