Member Experience Specialist

Civic Federal Credit Union; Raleigh (NC); On-site; USD 35,000 - 48,000; Full time

Job summary

Civic Federal Credit Union in Raleigh, NC is seeking a friendly Member Experience Representative to connect with members, explain products and services, and foster growth through superior service.

You will respond to inquiries across channels, verify membership eligibility, and coordinate with teams to resolve issues while promoting core banking products. This role emphasizes accuracy, compliance, and community focus.

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 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), as well as the occasional weekend and holiday.
• Ability to lift a minimum of 25 lbs. (file boxes, computer printer). Travel required on occasion.

Responsibilities

• Respond to communication and inquiries from members and potential members via email, phone, web chat, text, video conference, and social media.
• Act as the primary source of information for membership eligibility requirements.
• Serve as the front-line problem solver to address member concerns and route to appropriate resources.
• Identify, recommend, and cross-sell appropriate products and services to new, existing, and potential members.
• Provide quality service to members while achieving established service level metrics.
• Assist in online banking access including troubleshooting problems and errors for device and browser issues.
• Demonstrate continuous effort to improve operations and cooperate with the team.
• Explain policies and products to resolve member issues in a professional manner.
• Stay abreast of member service policies and procedures and ensure quality and compliance.

Skills

Customer service

Team orientation

Multitasking

Communication skills

Education

Bachelor’s degree

Four-year degree

Job description

Civic Federal Credit Union in Raleigh, NC is seeking a friendly Member Experience Representative to connect with members, explain products and services, and foster growth through superior service.

You will respond to inquiries across channels, verify membership eligibility, and coordinate with teams to resolve issues while promoting core banking products. This role emphasizes accuracy, compliance, and community focus.