Job Description

Join Red Rocks Credit Union and enjoy an awesome culture and an overall great place to work. As a Red Rocker, you can expect a rich wellness benefits package that aligns with our core values. This includes:

• Flexible Paid Time Off
• Fortune 500 Health Medical Plans - We offer comprehensive medical plans
• 11 Paid Holidays
• Mental Health Days - We prioritize your well-being by providing two mental health days annually.
• Birthday PTO
• Paid Volunteer Time
• Employee Loan Discount - 2% employee loan discount on all loan product types including fixed-rate loan, HELOC's, credit cards, and lines of credit.
• 401k Employer Match - Enjoy a 100% match on your first 3% and 50% match on your next 2% with no vesting period
• Milestone Bonuses - Celebrate life's milestones with a $1,000 award
• Work from Home Opportunities
• Employee Referral Program - Earn up to $5,000 per referral
• Tuition Reimbursement - Receive $1,500 annually for furthering your education
• Career Pathing - a plan that provides clarity for your growth and development

A career at Red Rocks CU is an opportunity for immediate impact and embarking on a path to enriching livesTM, including your own and those in our community. Our culture is fueled by our Core Values; Relentless Care for Others, Doing the Right Thing and Doing It Well, and Engaged Collaboration. We're committed to helping you uncover your purpose and empowering you to turn dreams into realities for our members, Red Rockers, and the community. At Red Rocks CU, we extend beyond traditional banking to assist our members in seizing opportunities and building a brighter financial future that spans a lifetime.

Role:

Be a financial guide for our members by responding to their concerns, solving their problems, providing expert advice, and partnering with them for their financial future. This position spends the majority of the time answering the phone, responding to chat, answering other online communications with the member, and assisting members with their questions and needs. We love it when you develop solid, personalized relationships! Your goals will be around exciting the member with excellent service and learning how to advise members to live their best financial lives. This role requires learning the basics of financial wellness and credit, and it assists members with opening the right deposit products for them and referral for loan products. This role will require effective teamwork, strong communication, and the ability to provide outstanding member service. This role occasionally requires being present in the branch location.

This description emphasizes key job components and is in no way intended to be a comprehensive statement of all duties and responsibilities. Tasks outside of the scope of this job description may be assigned and should be carried out efficiently and effectively, positively reflecting the spirit of this organization. This job description is subject to change at any time.

Essential Functions:

Member Phone Calls
• Provide excellent member service by processing transactions effectively.
• Accurately identify and validate members through remote channels.
• Open deposit accounts for existing members as needed.
• Make referrals for loan applications and ensure members' needs are met.
• Provide account balance information and transfers.
• Provide correct forms or follow up information to members.
• Handle complaints and disputes per established policies and procedures.
• Keep hold times, wait times, abandoned calls and handling times to a minimum.
• Be available to take phone calls in the member service call queue during working hours.
• Support outgoing service call projects as required.

Build Member Relationships
• Listen actively to members and provide appropriate answers and/or solutions
• Uphold high levels of written and verbal communication.
• Serve as an expert for the member on deposit products.
• Be "one point of contact" for members with questions or specific credit union needs when possible.
• Meets established service level expectations for incoming calls, member callbacks, and other member requests.
• Protects member information, following all applicable policies, procedures, rules, and regulations, and ensures safety and soundness within role.
• Works with excellence with internal levels of service and cooperation to meet member needs.
• Uphold RRCU service standards.

Remote Channels
• Assist members through remote channels, upholding established service level expectations.
• Process interdepartmental requests for account closures, check orders, and other tasks as assigned.
• Process member outgoing wire transfer requests while following all established policies and procedures.

Desired Performance Competencies:

• Continuous Improvement
• Managing Work Standards
• Member/Customer Orientation
• Technical/Professional Knowledge and Skills
• Positive Approach
• Bilingual candidates are highly preferred. We offer a $1.00 per hour pay increase for bilingual team members.

Experience:

• A high school education or GED.

Other Skills:

Competencies• Member Service, professionalism
• Accuracy
• Compliance, confidentiality
• Complies with all policies and procedures, including without limitation, acting professionally, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of the member
• Teamwork
• Communication (even in tense situations)
• Desire to learn financial wellness

Work Environment:

The Credit Union follows a hybrid work structure for some positions where employees can work remotely. On a weekly basis all WFH employees are required to be in office on Thursdays.
Based on the demands of specific tasks or department requirements, WFH employees may need to be available for in office work at their manager's discretion.

Working from the office may be necessary for certain collaborative tasks.

Job Tags

Hourly pay, Work at office, Immediate start, Remote work, Flexible hours,

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