Senior Member Service Advisor, Greenville

3 days ago

Greenville, North Carolina, United States Local Government Federal Credit Union Full time
Job Summary

We are seeking a highly skilled and experienced Senior Member Service Advisor to join our team at Local Government Federal Credit Union. As a key member of our branch operations team, you will play a crucial role in providing exceptional member experience and driving business growth.

Key Responsibilities
  1. Member Service and Experience
  • Assist the Civic Manager in achieving the Credit Union's vision by demonstrating and leading a high level of member service awareness, continually striving to exceed members' expectations, and ensuring the maintenance of operational proficiencies in effort to develop lasting member impressions and relationships.
  • Collaborate 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.
Branch Operations
  • Maintain the branch vault, monitor essential administrative functions, assist with balancing cash drawers and collaborate with internal departments to ensure smooth operations.
  • Build and foster relationships with current and potential members to increase their financial well-being.
Transaction Processing and Member Support
  • Provide lobby support and accurately process member transaction requests. Respond to member inquiries via various channels in a timely manner.
  • Assist with in-person opening of deposit and loan accounts by ensuring all information is received timely and accurately processed.
Product and Service Knowledge
  • Maintain 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.
  • Educate members on digital solutions by providing self-service alternatives to manage finances at their convenience.
Problem Resolution and Escalation
  • Adapt to member needs and employ 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.
Continuous Improvement and Professional Development
  • Participate in beta-testing for possible workflow and process improvement and provide feedback to internal/external resources as needed.
  • Participate in required meetings and training, while promoting a positive team environment. Shares knowledge of member feedback and effective practices.
Compliance and Risk Management
  • Comply 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.
Requirements
  • Minimum 4-6 years of customer service experience, including 1-3 in banking/member service experience.
  • High school diploma or equivalent.
  • Excellent verbal, written, telephone and interpersonal communication skills.
  • Demonstrated strong customer service skills.
  • Notary Public in North Carolina, or the 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.
Preferred Qualifications
  • Credit Union member service experience.
  • Knowledge of financial products and services, mobile and on-line banking a plus.
  • Four-year degree from an accredited college/university.
Our Culture

We believe 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.

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