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Civic Federal Credit Union · 2 months ago

Member Service Advisor, Wilmington (Branch Advisor)

Branch - Wilmington

Full-time

Onsite

Entry Level

1+ years exp

Civic Federal Credit Union is dedicated to fostering a positive work culture while providing exceptional member service. The Member Service Advisor will enhance member experiences by offering personalized financial solutions, processing transactions, and educating members about various products and services.

BankingCredit CardsFinancial Services

Responsibilities

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

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

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

Maintains and balances assigned cash drawer daily, while following operational procedures and cash limits

Participates in opening and closing procedures, as needed

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

Provides lobby support and maintains a strong knowledge of products and services available to Civic members, including current promotions

Informs members about products and services other than those requested based on the member’s financial information

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

Explains loan programs to member, evaluates their needs and recommends loan options

Completes member and loan applications and escalates to the lending department as necessary

Participates in beta-testing for possible workflow and process improvement and provides feedback to internal/external resources as needed

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

Participates in required meetings and trainings while promoting a positive team environment

Shares knowledge of member feedback and effective practices

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

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

Qualification

Customer service experienceNotary Public certificationMicrosoft Office proficiencyFinancial productsCommunication skillsInterpersonal skillsActive listening

Required

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

Demonstrated strong customer service skills

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

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

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

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

Travel required on occasion