Member Service Advisor, Asheville

4 days ago


Asheville, North Carolina, United States Local Government Federal Credit Union Full time
About the Role

The Civic Advisor will play a crucial part in delivering exceptional member experiences by providing personalized solutions, creating memorable interactions, and exceeding member expectations. This role requires building and fostering relationships with current and potential members to increase their financial well-being.

Key Responsibilities

• Demonstrates exceptional member service by providing personalized solutions and creating memorable interactions.
• 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.
• Maintains and balances assigned cash drawer daily, while following operational procedures and cash limits.
• 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.
• 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. Complete member and loan applications and escalate 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.

Requirements

• Minimum 1-3 years of 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 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.

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