Senior Member Service Advisor, Durham

2 weeks ago

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

About the Role:

The Senior Member Service Advisor will play a pivotal role in delivering exceptional member experiences, fostering awareness and education of existing products and services. This will be achieved by offering digital solutions, processing accurate and professional member transactions, and discovering member-centric account solutions. The Senior Member Service Advisor will support the Civic Manager with day-to-day branch operations, contributing to the member's journey in exploring financial goals, building trust through operational soundness, and becoming a frontline touchpoint for members and staff.

Key Responsibilities:

  1. 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.
  2. 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.
  3. Maintain the branch vault, monitor essential administrative functions, assist with balancing cash drawers, and collaborate with internal departments to ensure smooth operations.
  4. Build and foster relationships with current and potential members to increase their financial well-being.
  5. Provide lobby support and accurately process member transaction requests. Respond to member inquiries via various channels in a timely manner.
  6. Assist with in-person opening of deposit and loan accounts by ensuring all information is received timely and accurately processed.
  7. 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. Complete member and loan applications, prepare required documentation, and escalate to the lending department as necessary.
  8. Educate members on digital solutions by providing self-service alternatives to manage finances at their convenience.
  9. 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, 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. Participate in required meetings and training, while promoting a positive team environment. Share knowledge of member feedback and effective practices.
  12. Comply with regulations, policies, procedures, and operational guidelines. Proactively assess and mitigate operational risks, ensuring compliance with regulations, audit requests, and implement 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.

About 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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