Member Experience Pro — Frontline Support & Growth

Civic Federal Credit Union; Raleigh (NC); On-site; USD 32,000 - 42,000; Full time

Job summary

Civic Federal Credit Union in Raleigh, NC is seeking a Member Experience Representative (Contact Center) to greet members, resolve questions, and provide a world‑class service experience. You will handle inquiries via email, phone, and chat, promote credit union products, support online banking access, and collaborate with teams to ensure accurate, friendly service and timely problem resolution.

This on‑site role requires 1–3 years of customer service, a willingness to work 8‑hour shifts 8:00

Qualifications

• Minimum 1–3 years of customer service experience or a Bachelor's degree.
• Must be team oriented, results driven, and self-motivated.
• Must be able to manage multiple priorities and accounts in a fluid environment while maintaining accuracy.
• Must be able to work onsite at Credit Union administrative headquarters.
• Must be able to work 8-hour shifts within core operating hours (8:00 am – 7:00 pm) with occasional weekends and holidays.
• Ability to operate in a consumer office setting with standard equipment.

Responsibilities

• Promptly respond to member inquiries via email, phone, web chat, text, video, and social media.
• Serve as the front-line resource for membership eligibility requirements.
• Resolve issues and complaints with involvement of appropriate resources.
• Identify and cross-sell Credit Union products and services with quality service.
• Provide service to members and maintain service level metrics.
• Assist online banking access and troubleshoot device/browser issues.
• Continuously improve operations and team collaboration.
• Explain policies and products professionally while representing the Credit Union.

Skills

Customer service

Team oriented

Multi-tasking

Onsite work

Shift flexibility

Education

Bachelor's degree

Four-year degree

Job description

Civic Federal Credit Union in Raleigh, NC is seeking a Member Experience Representative (Contact Center) to greet members, resolve questions, and provide a world‑class service experience. You will handle inquiries via email, phone, and chat, promote credit union products, support online banking access, and collaborate with teams to ensure accurate, friendly service and timely problem resolution.

This on‑site role requires 1–3 years of customer service, a willingness to work 8‑hour shifts 8:00