Field Financial Advocate

Brief Description

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 Field Financial Advocate at Central Willamette Credit Union, your role is integral in upholding our commitment to building better lives and communities through exceptional service. You are expected to be a dynamic resource, traveling between multiple branch locations to provide ethical, consultative support and anticipating the financial needs of our members. With your senior knowledge of sales, service, and operations, you will guide members through their financial journeys with a comprehensive suite of products and services, ensuring accessible and affordable solutions are delivered both in-person and remotely.

Your success in this position hinges on your proactive approach to uncovering and fulfilling member needs, deepening relationships, and achieving high member satisfaction ratings. As a seasoned mentor who is constantly traveling, you will impart your knowledge to newly hired staff, ensure operational excellence, and contribute significantly to the collective success of the organization. This pivotal role not only demands a dedication to our vision of service but also offers a critical step on the leadership path within the credit union, aligning branch operations with our mission to provide outstanding service and support members in reaching their financial goals.

This Role Offers a Comprehensive Benefits Package That Includes

• 2 weeks of vacation 1st year-3 weeks' vacation 2nd year then 4 weeks on 3rd year.
• 10 paid holidays each year.
• 5 paid sick days annually.
• Medical, dental, and vision insurance effective the first of the month following your hire date.
• Eligible for a semi-annual incentive of 2.5 (5% yearly) of your annual salary based upon the achievement of our strategic organizational goals.
• Upon completion of your 6th month of employment you’re eligible to enroll in Central Willamette’s 401(k) program. Central Willamette Credit Union will match your contributions dollar for dollar up to the first 3% of your gross salary, and 50% of the next 2% of your gross salary.
  
  

Essential Functions And Responsibilities

30% 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% Leadership and Operational Excellence Responsibilities

• Guide and support team members, to develop their skills and improve service delivery.
• Model and promote a positive work culture, embodying Central Willamette’s core values.
• Assist in new staff training, to foster understanding of financial concepts, systems, procedures, policies, and expectations.
• Provide coverage and support at multiple branches to ensure operational efficiency.
• Seek feedback and pursue professional development opportunities for continuous improvement.
• Demonstrate expert-level knowledge in relationship building and solution finding.
• Deliver strong performance results in production, quality, and operational knowledge areas.
  
  

20% 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.
  
  

10% 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

• Expert-level knowledge of financial products and services offered by credit unions, such as loans, deposits accounts, and savings options.
• Demonstrated time management skills, ability to deliver strong performance, exceed goals, and deliver outstanding service.
• Possess and impart operational knowledge to elevate branch and team performance.
• Desire and ability to teach others how to use platforms, software, and databases to manage member requests.
• Demonstrate and inspire sales integrity in alignment with credit union values.
• Exemplify leadership qualities and positively influence peers, setting a standard for others within the organization.
• 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.
• Confidence in creating collaborative environments to ensure a seamless member experience.
• Ability to present a professional image when dealing with members, co-workers, and outside contacts.
• Comfortable taking initiative to tackle difficult situations and find favorable solutions.
• 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. Must possess valid driver’s license.
• Minimum of 2 years of experience within a financial institution required.
• Experience in floating between branches or multi-branch support preferred.
• Must possess expert knowledge in relationship-building and consultative sales skills.
• Proven track record of excellent customer service and goal achievement.
• Required Leadership Attributes: Initiative, support for colleagues, knowledge sharing, escalation management, and fostering positive workspaces.
• 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.

• Flexibility to travel to various locations on short notice.
• Reliable personal transportation required.
• 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.
  
  

Salary range $20.21-$25.26