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    Digital Client Service Advisor - Wilmington, NC, United States - Local Government Federal Credit Union

    Local Government Federal Credit Union
    Local Government Federal Credit Union Wilmington, NC, United States

    3 weeks ago

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    Description

    The Senior Civic Advisor will play a crucial role in providing superior member experience with enhanced awareness and continued education of existing products and services.

    This is accomplished by offering digital options, processing accurate and professional member transactions and discovering member centric account solutions. This individual will support the Civic Manager with day-to-day branch operations.

    The Senior Civic Advisor will be a part of the member's journey in exploring financial goals, building trust through operational soundness and becoming a frontline touchpoint for members and staff.

    At the core, the Senior Civic Advisor will embody Civic's values, policies and vision while fostering an inclusive environment for both branch staff and members.

    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.
    • Builds and fosters relationships with current and potential members to increase their financial well-being.
    • Provides lobby support and accurately processes member transaction requests. 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. Complete member and loan applications, prepares required documentation, and escalate to the lending department as necessary.
    • Educates members on digital solutions by providing self-service alternatives to manage finances at their convenience.
    • 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.
    • Participate in beta-testing for possible workflow and process improvement and provide feedback to internal/external resources as needed.
    • Participates in required meetings and training, while promoting a positive team environment. Complies with regulations, policies, procedures and operational guidelines. Proactively assesses and mitigates operational risks, ensuring compliance with regulations, audit requests and implements security measures when appropriate.
    Minimum - 6 years of customer service experience, including - 3 in banking/member service experience.

    • Excellent verbal, written, telephone and interpersonal communication skills.
    • Demonstrated strong customer service skills.
    • 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.
    * file boxes, computer printer).

    • Travel required on occasion.
    Credit Union member service experience.

    • Knowledge of financial products and services, mobile and on-line banking a plus.
    • We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. We really believe that when our employees succeed, our community wins.
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