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Senior Member Service Advisor, Hickory

2 months ago

Hickory, 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 Civic Branch, you will play a vital 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 a high level of member service awareness and continually striving to exceed members' expectations.
  • Collaborate with the Civic Manager to ensure excellence of day-to-day branch operations, including branch opening, closing, member service, transaction processing, and promotion of products and services.
Operational Support
  • Maintain the branch vault and monitor essential administrative functions.
  • Assist with balancing cash drawers and collaborate with internal departments to ensure smooth operations.
Relationship Building
  • Build and foster relationships with current and potential members to increase their financial well-being.
  • Provide lobby support and accurately process member transaction requests.
Product Knowledge and Promotion
  • Maintain a strong knowledge of Credit Union offerings and explain loan programs to members.
  • Educate members on digital solutions and provide self-service alternatives to manage finances at their convenience.
Problem Resolution
  • Adapt to member needs and employ active listening techniques to effectively de-escalate member concerns.
  • Serve as a point of contact for escalated member issues and concerns.
Continuous Improvement
  • Participate in beta-testing for possible workflow and process improvement.
  • Provide feedback to internal/external resources as needed.
Compliance and Risk Management
  • Comply with regulations, policies, procedures, and operational guidelines.
  • Proactively assess and mitigate operational risks.
Requirements
  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 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.
  8. Ability to lift a minimum of 25 lbs.
  9. Travel required on occasion.