Member Service Advisor, Greensboro (Branch Advisor)

Civic Credit Union•Greensboro, NC

1d•Onsite

About The Position

The Member Service Advisor provides a superior member experience by building awareness of and educating members about existing products and services. The role offers digital options, processes member transactions accurately and professionally, and identifies member-centered account solutions. The advisor supports members as they explore financial goals, builds trust through operational soundness, and serves as a frontline contact for members and staff. The role embodies Civic’s values, policies, and vision while fostering an inclusive environment for branch staff and members.

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.
Notary Public in North Carolina, or ability to obtain it within the first six months of employment.
PC proficiency, including Microsoft Office (Word, Excel, PowerPoint, Access, and 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 lbs., such as file boxes or a computer printer.
Occasional travel 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 memorable interactions, and exceed member expectations.
Build relationships with current and prospective 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, preparing documentation as needed.
Maintain and balance an assigned cash drawer daily and follow operational procedures and cash limits.
Participate in opening and closing procedures as needed.
Accurately process member transactions and respond to inquiries across various channels in a timely manner.
Provide lobby support and maintain knowledge of available 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, and recommend loan options.
Complete member and loan applications and escalate them to the lending department when necessary.
Participate in beta testing for workflow and process improvements and provide feedback to internal and external resources.
Educate members about digital solutions and self-service options for managing their finances.
Participate in required meetings and training while promoting 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, ensure compliance with regulations and audit requests, and implement security measures when appropriate.