Member Service Advisor, Charlotte (Branch Advisor)

Civic Federal Credit Union; Charlotte (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

Civic Federal Credit Union is seeking a Civic Advisor in Charlotte, NC to deliver superior member experiences. You will educate on products, process transactions accurately, and guide members toward digital solutions while building trust with staff and customers.

Role emphasizes relationship building, notary readiness, and active participation in team initiatives and compliance. Local travel and lifting requirements may apply.

Qualifications

• Minimum 1-3 years of customer service experience or a Bachelor's degree.
• High school diploma or equivalent.
• Excellent verbal, written, telephone and interpersonal communication skills.
• Notary Public in North Carolina, or ability to achieve within 6 months.
• PC proficient including Microsoft Office and Internet.
• Ability to lift a minimum of 25 lbs. and travel occasionally.

Responsibilities

• Demonstrates exceptional member service with personalized solutions.
• Builds relationships with current and potential members to improve financial well-being.
• Resolves member inquiries with effective listening and documentation.
• Balances cash drawer daily and participates in opening/closing procedures.
• Processes member transactions and responds to inquiries promptly.
• Educates members on products and promotions and cross-sells when appropriate.
• Assists with opening deposit/loan accounts and completes applications.
• Explains loan programs, assesses needs and escalates to lending when needed.
• Participates in beta-testing for workflow improvements and provides feedback.
• Promotes digital solutions and self-service options to members.
• Attends meetings and trainings and shares feedback to improve service.
• Collaborates with internal departments to close the loop on member requests.

Skills

Customer service

Communication skills

Interpersonal skills

Education

Bachelor's degree

High school diploma or equivalent

Tools

Microsoft Office

Job description

Description

OUR CULTURE

Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and wellbeing of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.

ABOUT THE POSITION

The Civic Advisor will play a crucial role in providing superior member experience with enhanced awareness and continued education of existing products and services. This is accomplished by offering digital options, processing accurate and professional member transactions and discovering member centric account solutions. The Civic Advisor will be a part of the member’s journey in exploring financial goals, building trust through operational soundness and becoming a frontline touchpoint for members and staff. At the core, the Civic Advisor will embody Civic’s values, policies and vision while fostering an inclusive environment for both branch staff and members.

NORMAL DAY-TO-DAY WORK

1. Demonstrates exceptional member service by providing personalized solutions, creating memorable interactions and exceeding member expectations.


2. Builds and fosters relationships with current and potential members to increase their financial well-being.


3. Exhibits adept recognition and adjustment to member needs while employing active listening techniques to effectively de-escalate member concerns. Conducts thorough research to address and resolve member inquiries, preparing necessary documentation as needed.


4. Maintains and balances assigned cash drawer daily, while following operational procedures and cash limits. Participates in opening and closing procedures, as needed.


5. Accurately processes member transaction requests and responds to member inquiries via various channels in a timely manner.


6. Provides lobby support and maintains a strong knowledge of products and services available to Civic members, including current promotions. Inform members about products and services other than those requested based on the member’s financial information.


7. Assists with in-person opening of deposit and loan accounts by ensuring all information is received timely and accurately processed.


8. Explains loan programs to member, evaluates their needs and recommends loan options. Complete member and loan applications and escalates to the lending department as necessary.


9. Participate in beta-testing for possible workflow and process improvement and provide feedback to internal/external resources as needed.


10. Educates members on digital solutions by providing self-service alternatives to manage finances at their convenience.


11. Participates in required meetings and trainings while promoting a positive team environment. Shares knowledge of member feedback and effective practices.


12. Collaborates with internal departments to provide a closed-loop experience for member requests.


13. Complies with regulation, policies, procedure and operational guidelines. Proactively assesses and mitigates operational risks, ensuring compliance with regulations, audit requests and implements security measures when appropriate.

JOB QUALIFICATIONS

Here are a few qualifications you MUST have to be qualified for this position.

1. Minimum 1 - 3 years of customer service experience, or a Bachelor's degree.


2. High school diploma or equivalent.


3. Excellent verbal, written, telephone and interpersonal communication skills.


4. Demonstrated strong customer service skills.


5. Notary Public in North Carolina, or ability to achieve in the first 6 months of employment.


6. PC proficient, including Microsoft Office (Word, Excel, PowerPoint, Access, Outlook) and the Internet.


7. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.


8. Ability to lift a minimum of 25 lbs. (file boxes, computer printer).


9. Travel required on occasion.

Here are a few qualifications we’d LIKE for you to have.

1. Credit Union member service experience.


2. Knowledge of financial products and services, mobile and on-line banking a plus.

If you have questions about this position description, please feel welcome to ask. You can reach HR at:

Human Resources

3600 Wake Forest Rd, Raleigh, NC 27609

[e-mail]