Member Service Advisor, Lumberton/Wilmington (Branch Advisor)

Civic Credit Union•Lumberton, NC

About The Position

The Member Service Advisor (Branch Advisor) provides a superior member experience by increasing awareness of existing products and services, offering digital options, processing member transactions accurately and professionally, and identifying member-centered account solutions. The role supports members as they explore financial goals, builds trust through operational soundness, and serves as a frontline contact for members and staff. The advisor embodies Civic’s values, policies, and vision while fostering an inclusive environment for branch staff and members. The position involves personalized service, relationship-building, responding to inquiries, maintaining cash controls, supporting branch operations, and assisting with deposit and loan accounts. Advisors explain loan programs, evaluate member needs, recommend loan options, and complete applications, escalating to the lending department when needed. They also educate members about digital financial tools, collaborate with internal departments, contribute feedback on processes, and follow applicable regulations, policies, procedures, and security measures.

Requirements

At least 1–3 years of customer service experience, or a bachelor’s degree.
High school diploma or equivalent.
Excellent verbal, written, telephone, and interpersonal communication skills.
Demonstrated strong customer service skills.
North Carolina Notary Public commission, or ability to obtain it within the first six months of employment.
PC proficiency, including Microsoft Word, Excel, PowerPoint, Access, Outlook, and Internet use.
Ability to work in a consumer business office environment and use standard office equipment, including a PC, copier, and telephone.
Ability to lift at least 25 pounds.
Travel on occasion is required.

Nice To Haves

Credit union member service experience.
Knowledge of financial products and services; familiarity with mobile and online banking.

Responsibilities

Provide personalized member service, create positive interactions, and exceed member expectations.
Build relationships with current and potential members to support their financial well-being.
Recognize and adapt to member needs, use active listening, and de-escalate concerns.
Research and resolve member inquiries and prepare necessary documentation.
Maintain and balance an assigned cash drawer daily while following procedures and cash limits.
Participate in branch opening and closing procedures as needed.
Process member transactions accurately and respond to inquiries through various channels in a timely manner.
Provide lobby support and maintain knowledge of Civic products, services, and current promotions.
Inform members about relevant products and services based on their financial information.
Assist with in-person deposit and loan account openings, ensuring information is received and processed accurately.
Explain loan programs, evaluate member needs, recommend loan options, and complete member and loan applications; escalate to lending as necessary.
Participate in beta testing for potential workflow and process improvements and provide feedback to relevant resources.
Educate members about digital solutions and self-service options.
Attend required meetings and training and promote a positive team environment.
Share member feedback and effective practices.
Collaborate with internal departments to provide a closed-loop experience for member requests.
Comply with regulations, policies, procedures, and operational guidelines.
Assess and mitigate operational risks, support compliance and audit requests, and implement security measures when appropriate.