Senior Member Service Advisor, Charlotte (Senior Branch Advisor)

Description:

The Senior 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. This individual will support the Civic Manager with day-to-day branch operations. The Senior 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 Senior 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. Assists the Civic Manager in achieving the Credit Union's vision by demonstrating and leading a high level of member service awareness, continually strives to exceed members' expectations, and ensuring the maintenance of operational proficiencies in effort to develop lasting member impressions and relationships.
2. Collaborates with the Civic Manager to ensure excellence of day-to-day branch operations, which include but are not limited to branch opening, closing, member service and experience, transaction processing and promotion of products and services.
3. Maintains the branch vault, monitors essential administrative functions, assists with balancing cash drawers and collaborates with internal departments to ensure smooth operations.
4. Builds and fosters relationships with current and potential members to increase their financial well-being.
5. Provides lobby support and accurately processes member transaction requests. Responds to member inquiries via various channels in a timely manner.
6. Assists with in-person opening of deposit and loan accounts by ensuring all information is received timely and accurately processed.
7. Maintains a strong knowledge of Credit Union offerings so one can explain loan programs to members, evaluate their needs and recommend loan options. Inform members about products and services other than those requested, including current promotions. Complete member and loan applications, prepares required documentation, and escalate to the lending department as necessary.
8. Educates members on digital solutions by providing self-service alternatives to manage finances at their convenience.
9. Adapts to member needs and employs active listening techniques to effectively de-escalate member concerns. Serve as point of contact for escalated member issues and concerns, using experience-based knowledge as it relates to account opening and loan applications to resolve all member issues.
10. Participate in beta-testing for possible workflow and process improvement and provide feedback to internal/external resources as needed.
11. Participates in required meetings and training, while promoting a positive team environment. Shares knowledge of member feedback and effective practices.
12. Complies with regulations, policies, procedures 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 4 – 6 years of customer service experience, including 1 – 3 in 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 the ability to achieve in the first 6 month 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.
3. Four-year degree from an accredited college/university.

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

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Requirements:

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