Member Service Representative

1 week ago

Durham, North Carolina, United States Local Government Federal Credit Union Full time
Job Title: Member Service Advisor, Durham

The Member Service Advisor will play a pivotal role in delivering exceptional member experiences, fostering a culture of awareness and education, and promoting the utilization of existing products and services. This will be achieved by offering digital solutions, processing accurate and professional member transactions, and identifying member-centric account solutions. The Member Service Advisor will be an integral part of the member's journey, exploring financial goals, building trust through operational soundness, and serving as a frontline touchpoint for members and staff. At the core, the Member Service Advisor will embody Civic's values, policies, and vision while cultivating an inclusive environment for both branch staff and members.

Key Responsibilities:
  1. Deliver personalized solutions, create memorable interactions, and exceed member expectations through exceptional customer service.
  2. Build and foster relationships with current and potential members to enhance their financial well-being.
  3. Exhibit adept recognition and adjustment to member needs, employing active listening techniques to effectively de-escalate member concerns. Conduct thorough research to address and resolve member inquiries, preparing necessary documentation as needed.
  4. Maintain and balance assigned cash drawer daily, adhering to operational procedures and cash limits. Participate in opening and closing procedures, as required.
  5. Accurately process member transaction requests and respond to member inquiries via various channels in a timely manner.
  6. Provide lobby support and maintain 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. Assist with in-person opening of deposit and loan accounts by ensuring all information is received timely and accurately processed.
  8. Explain loan programs to members, evaluate their needs, and recommend 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. Educate members on digital solutions by providing self-service alternatives to manage finances at their convenience.
  11. Participate in required meetings and trainings while promoting a positive team environment. Share knowledge of member feedback and effective practices.
  12. Collaborate with internal departments to provide a closed-loop experience for member requests.
  13. Comply with regulations, policies, procedures, and operational guidelines. Proactively assess and mitigate operational risks, ensuring compliance with regulations, audit requests, and implementing security measures when appropriate.
Requirements:
  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.
Preferred Qualifications:
  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 well-being 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.

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