Member Service Advisor, Greensboro (Branch Advisor)

Civic Federal Credit Union•Greensboro, NC

About The Position

The Member Service Advisor provides an excellent member experience by increasing 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 point of contact for members and staff. The position embodies Civic’s values, policies, and vision while fostering an inclusive environment for branch staff and members. The role is based in a Consumer business office environment and involves use of standard office equipment. Occasional travel is required.

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.
Proficiency with PCs, Microsoft Office (Word, Excel, PowerPoint, Access, and Outlook), and the Internet.
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, such as file boxes or a computer printer.
Occasional travel is required.

Nice To Haves

Credit union member service experience.
Knowledge of financial products and services, including mobile and online banking.

Responsibilities

Provide personalized member service, memorable interactions, and solutions that 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 to de-escalate concerns, research and resolve inquiries, and prepare necessary documentation.
Maintain and balance an assigned cash drawer daily in accordance with procedures and cash limits; participate in 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 promotions; inform members about relevant products and services based on their financial information.
Assist with in-person opening of deposit and loan accounts, ensuring information is received and processed accurately and promptly.
Explain loan programs, assess member needs, recommend loan options, complete member and loan applications, and escalate matters to the lending department as needed.
Participate in beta testing for potential 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.
Attend required meetings and training, promote a positive team environment, and 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 audits, and implement security measures when appropriate.