Digital Branch Specialist

Description:

Civic Federal Credit Union is seeking a Digital Branch Specialist to join its Member Experience Center team. This role is focused on building strong member relationships, increasing brand awareness, and delivering exceptional service using various digital communication channels. The Digital Branch Specialist will support the opening of accounts and processing of loans remotely, while ensuring members receive accurate, personalized, and timely service in a tech-enabled environment.

Key Responsibilities:

• Engage with members and prospective members through phone, web chat, text, and video conference to address inquiries, promote services, and resolve issues.

• Assist with remote account and loan openings, ensuring completeness and accuracy.

• Recommend, cross-sell, and explain financial products and services to support member needs.

• Process loan applications and escalate to the lending department when necessary.

• Meet and maintain qualitative and quantitative service level goals.

• Resolve concerns using knowledge of policies and procedures while representing the credit union professionally.

• Stay up to date with service policies and ensure compliance in all interactions.

• Participate in efforts to improve efficiency and streamline workflows.

• Work collaboratively in a team environment to enhance the member experience.

Required Qualifications:

• 1–3 years of member service experience or a Bachelor’s degree in a relevant area.

• Team-oriented, self-motivated, and results-driven.

• Ability to multitask and maintain attention to detail in a dynamic environment.

• Availability to work 8-hour shifts between 8:00 AM and 6:00 PM, including some weekends and holidays.

• Must work onsite at the administrative headquarters in Raleigh, NC.

• Proficient with standard office equipment and able to lift 25 lbs.

• Occasional travel required.

Preferred Qualifications:

• Four-year college degree.

• Previous experience in a call center environment.

• Familiarity with financial products, mobile and online banking.

• Proficiency with digital tools and comfort using technology platforms.

• Strong written, verbal, and interpersonal communication skills.