Member Service Advisor, Lumberton/Wilmington (Branch Advisor)

Civic Federal Credit Union•Lumberton, NC

About The Position

The Member Service Advisor provides a superior member experience by increasing awareness of and educating members about 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 position 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.
North Carolina Notary Public, or ability to obtain it within the first six months of employment.
PC proficiency, including Microsoft Word, Excel, PowerPoint, Access, 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.
Travel on occasion is required.

Nice To Haves

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

Responsibilities

Provide personalized service, create memorable interactions, and exceed member expectations.
Build relationships with current and potential members to support their financial well-being.
Recognize and respond to member needs, use active listening to de-escalate concerns, research inquiries, and prepare necessary documentation.
Maintain and balance an assigned cash drawer daily in accordance with operational procedures and cash limits; participate in opening and closing procedures as needed.
Process member transaction requests accurately and respond to inquiries through various channels in a timely manner.
Provide lobby support and maintain knowledge of products, services, and current promotions; inform members of relevant offerings based on their financial information.
Assist with in-person deposit and loan account openings by ensuring information is received and processed accurately and promptly.
Explain loan programs, evaluate member needs, recommend loan options, complete member and loan applications, and escalate matters to the lending department as needed.
Participate in beta-testing of potential workflow and process improvements and provide feedback to internal and external resources as needed.
Educate members about digital solutions and self-service options for managing their finances.
Attend required meetings and trainings, 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 compliance and audit requests, and implement security measures when appropriate.