Senior Member Service Advisor, Greensboro (Senior Branch Advisor)

Civic Federal Credit Union•Greensboro, NC

About The Position

The Senior Member Service Advisor provides a superior member experience by building awareness of and educating members about existing products and services, offering digital options, accurately processing transactions, and identifying member-centered account solutions. The role supports the Civic Manager with day-to-day branch operations and helps members explore financial goals, building trust through operational soundness. The advisor is a frontline resource for members and staff and embodies Civic’s values, policies, and vision while fostering an inclusive branch environment. The position assists with branch operations, member service, transactions, account opening, lending support, cash and vault functions, issue resolution, digital banking education, and compliance. It also participates in training, meetings, and process-improvement testing.

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.
Notary Public in North Carolina, or ability to obtain the credential within the first six months of employment.
PC proficiency, including Microsoft Office (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, 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, mobile banking, and online banking.
Four-year degree from an accredited college or university.

Responsibilities

Assist the Civic Manager in pursuing the Credit Union’s vision through strong member service, operational proficiency, and efforts to exceed member expectations.
Collaborate with the Civic Manager on day-to-day branch operations, including opening and closing the branch, member experience, transaction processing, and promotion of 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, process member transactions accurately, and 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.
Maintain knowledge of Credit Union offerings; explain loan programs, assess member needs, recommend loan options, inform members about relevant products, services, and promotions, complete applications and documentation, and escalate matters to the lending department when needed.
Educate members about digital solutions and self-service options for managing their finances.
Use active listening to adapt to member needs and de-escalate concerns; serve as a point of contact for escalated issues and resolve them using experience with account opening and loan applications.
Participate in beta testing of potential workflow and process improvements and provide feedback to internal and external resources as needed.
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 audits, and implement security measures when appropriate.