Member Service Advisor, Wilmington (Branch Advisor)

Description

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 escalate 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 banking/member service experience.
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.

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. 

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 

careers@civicfcu.org