Senior Member Service Advisor, Greensboro (Senior Branch Advisor)

Civic Credit Union•Greensboro, NC

About The Position

The Senior Member Service 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 the Civic Manager with daily branch operations and helps members explore financial goals, builds trust through operational soundness, and serves as a frontline resource 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 4–6 years of member servicing experience, including lending and/or account opening experience; alternatively, a bachelor’s degree in Business, Finance, Lending, or a relevant area and 1–3 years of financial services experience.
High school diploma or equivalent.
Excellent verbal, written, telephone, and interpersonal communication skills.
Demonstrated strong customer service skills.
Be a North Carolina Notary Public or be able to achieve that status within the first six months of employment.
PC proficiency, including 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.
Ability to travel occasionally.

Nice To Haves

Credit Union member service experience.
Knowledge of financial products and services; mobile and online banking knowledge is a plus.
Four-year degree from an accredited college or university.

Responsibilities

Assist the Civic Manager in delivering the Credit Union’s vision through strong member service, exceeding member expectations, and maintaining operational proficiency.
Collaborate with the Civic Manager on daily branch operations, including opening and closing the branch, member service and experience, transaction processing, and promoting products and services.
Maintain the branch vault, monitor administrative functions, assist with balancing cash drawers, and coordinate with internal departments to support smooth operations.
Build relationships with current and potential members to support their financial well-being.
Provide lobby support and accurately process member transactions.
Respond to member inquiries through various channels in a timely manner.
Assist with in-person deposit and loan account openings, ensuring information is received and processed accurately and promptly.
Maintain knowledge of Credit Union offerings, explain loan programs, evaluate member needs, and recommend loan options.
Inform members about relevant products, services, and current promotions.
Complete member and loan applications, prepare required documentation, and escalate matters to the lending department when necessary.
Educate members about digital solutions and self-service options for managing their finances.
Adapt to member needs, use active listening to de-escalate concerns, and serve as a point of contact for escalated issues.
Resolve member issues using experience with account opening and loan applications.
Participate in beta testing of potential workflow and process improvements and provide feedback to relevant resources.
Attend required meetings and training, promote a positive team environment, and share member feedback and effective practices.
Comply with regulations, policies, procedures, and operational guidelines.
Assess and mitigate operational risks, support regulatory compliance and audit requests, and implement security measures when appropriate.