Member Experience Specialist — Growth & Service

Local-Government-Federal-Credit-Union; Raleigh (NC); On-site; USD 36,000 - 48,000; Full time

Job summary

Civic Federal Credit Union is seeking a Member Experience Representative in Raleigh, NC. The role emphasizes delivering world-class service, guiding members through products and services, and resolving inquiries with cross-team collaboration.

Responsibilities include communicating across channels, verifying eligibility, solving issues, and promoting Credit Union offerings while maintaining accuracy and compliance. The position requires onsite work within standard hours and occasional travel.

Qualifications

• Minimum 1–3 years of customer service experience or a Bachelor’s degree.
• Must be team oriented, results driven, and self-motivated.
• Must 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), including occasional weekends/holidays.

Responsibilities

• Promptly respond to member inquiries via email, phone, web chat, text, video conference, and social media.
• Act as the primary source of information for membership eligibility requirements.
• Serve as front-line problem solver for member concerns, involving appropriate resources as needed.
• Identify and cross-sell appropriate products and services to new, existing, and potential members.
• Provide quality service to members while achieving qualitative and quantitative metrics.
• Assist in online banking access and troubleshoot device/browser issues.
• Demonstrate ongoing efforts to improve operations and workflows.
• Explain policies and products in a professional manner while representing the Credit Union.
• Stay abreast of member service policies and procedures for quality and compliance.
• Take ownership for actions and outcomes and seek continuous improvement.
• Work onsite at Credit Union administrative headquarters and occasional travel.

Skills

Customer service

Team oriented

Multitasking

Onsite work

Travel willingness

Education

Bachelor's degree

Four-year degree

Job description

Civic Federal Credit Union is seeking a Member Experience Representative in Raleigh, NC. The role emphasizes delivering world-class service, guiding members through products and services, and resolving inquiries with cross-team collaboration.

Responsibilities include communicating across channels, verifying eligibility, solving issues, and promoting Credit Union offerings while maintaining accuracy and compliance. The position requires onsite work within standard hours and occasional travel.