Senior Member Service Advisor, Durham (Branch Advisor)

Full-time - Mid Level

Durham, NC

Credit Intermediation and Related Activities

About the position

The Senior Civic Advisor is responsible for enhancing member experience by providing education on products and services, processing transactions, and offering tailored account solutions. This role supports the Civic Manager in daily branch operations and serves as a key point of contact for members, fostering trust and operational excellence while embodying the organization's values and promoting an inclusive environment.

Responsibilities

• Assist the Civic Manager in achieving the Credit Union's vision by demonstrating high levels of member service awareness.
• Collaborate with the Civic Manager to ensure excellence in day-to-day branch operations, including opening, closing, and member service.
• Maintain the branch vault and monitor essential administrative functions.
• Assist with balancing cash drawers and collaborate with internal departments for smooth operations.
• Build and foster relationships with current and potential members to enhance their financial well-being.
• Provide lobby support and accurately process member transaction requests.
• Respond to member inquiries via various channels in a timely manner.
• Assist with in-person opening of deposit and loan accounts, ensuring accurate processing of information.
• Maintain strong knowledge of Credit Union offerings to explain loan programs and recommend options to members.
• Inform members about additional products and services, including current promotions.
• Complete member and loan applications, prepare required documentation, and escalate to the lending department as necessary.
• Educate members on digital solutions and self-service alternatives for managing finances.
• Adapt to member needs and employ active listening techniques to de-escalate concerns.
• Serve as a point of contact for escalated member issues, using experience-based knowledge to resolve issues.
• Participate in beta-testing for workflow and process improvements and provide feedback as needed.
• Participate in required meetings and training while promoting a positive team environment.
• Share knowledge of member feedback and effective practices.
• Comply with regulations, policies, procedures, and operational guidelines.
• Proactively assess and mitigate operational risks, ensuring compliance with regulations and audit requests.

Requirements

• Minimum 4 - 6 years of customer service experience, including 1 - 3 years in banking/member service 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 the ability to achieve this within the first 6 months of employment.
• PC proficient, including Microsoft Office (Word, Excel, PowerPoint, Access, Outlook) and the Internet.
• Ability to function in a consumer business office environment and utilize standard office equipment.
• Ability to lift a minimum of 25 lbs.

Nice-to-haves

• Credit Union member service experience.
• Knowledge of financial products and services, mobile and online banking.
• Four-year degree from an accredited college/university.

Benefits

• Opportunities for professional advancement and individual growth.
• Dynamic workplace culture that values integrity, self-awareness, courage, and respect.