What are the responsibilities and job description for the Senior Member Service Advisor position at Local Government Federal Credit Union?
Our organization is built on the belief that we can all do well by doing good.
We value the contributions of diverse minds and prioritize the success and wellbeing of our employees.
About the Position
The Senior Civic Advisor plays a crucial role in providing superior member experience with enhanced awareness and continued education of existing products and services.
- Assists the Civic Manager in achieving the Credit Union's vision by demonstrating and leading a high level of member service awareness, continually strives to exceed members' expectations, and ensuring the maintenance of operational proficiencies in effort to develop lasting member impressions and relationships.
- Collaborates with the Civic Manager to ensure excellence of day-to-day branch operations, which include but are not limited to branch opening, closing, member service and experience, transaction processing and promotion of products and services.
- Maintains the branch vault, monitors essential administrative functions, assists with balancing cash drawers and collaborates with internal departments to ensure smooth operations.
- Built and fosters relationships with current and potential members to increase their financial well-being.
- Provides lobby support and accurately processes member transaction requests. Responds to member inquiries via various channels in a timely manner.
- Assists with in-person opening of deposit and loan accounts by ensuring all information is received timely and accurately processed.
- Maintains a strong knowledge of Credit Union offerings so one can explain loan programs to members, evaluate their needs and recommend loan options. Inform members about products and services other than those requested, including current promotions.
- Educates members on digital solutions by providing self-service alternatives to manage finances at their convenience.
- Adapts to member needs and employs active listening techniques to effectively de-escalate member concerns. Serve as point of contact for escalated member issues and concerns, using experience-based knowledge as it relates to account opening and loan applications to resolve all member issues.
Job Qualifications
- Minimum 4 – 6 years of member servicing experience, inclusive of lending and/or account opening experience, or have a Bachelor's degree in Business, Finance, Lending, or relevant area and 1-3 years of experience in financial services.
- 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 in the first 6 month 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 including but not limited to: PC, copier, telephone, etc.
- Ability to lift a minimum of 25 lbs. (file boxes, computer printer).
- Travel required on occasion.
PREFERRED QUALIFICATIONS
- Credit Union member service experience.
- Knowledge of financial products and services, mobile and on-line banking a plus.
- Four-year degree from an accredited college/university.
