Lead Experience Center Representative

The Lead Experience Center Representative is responsible for leading and ensuring that all daily functions of member services, including ensuring quick and proper member communications through all delivery channels, monitoring and processing applications for new and existing members, and underwriting and fulfillment of consumer loan requests. The Lead Experience Center Representative will act as a mentor to all employees of the Experience Center, providing guidance on policies and procedures as needed. The person successful in the role must ensure the financial institution's policies and procedures are being closely followed and that interactions with members are accurate and compliant. The individual will be responsible for providing member service but also supervising the operation of a small group of professional staff characterized by repetitive processes and member interactions via phone, secure message, text messaging, video chat, web chat and email. This person will be responsible for recommending updates to current guidelines and standards as well as process and procedures as needed.

Normal Day-to-Day Work

1. Ensure functional operation of all aspects of assigned member service activities, including personal and team member communications and work volumes.
2. Lead the member service process within assigned area of the Experience Center, including member communications, member relations, account opening and consumer lending.
3. Identify, recommend and maintain Experience Center processes and identify risks and opportunities based on the organizations business strategy.
4. Assist with ongoing training, encouragement of the growth and professional development for team members.
5. Work with the Experience Center Manager and/or VP to manage relationships with outside vendors for member services related tools, including account opening, phone systems and text messaging. Also acts as liaison to other internal departments.
6. Work with the Experience Center Manager and/or VP to develop necessary reports on the progress and activities of the department.
7. Work with team members to mediate disputes with members, while adhering to process and procedures ensuring regulatory compliance.
8. Ensure compliance with all applicable laws and regulations concerning assigned areas, which could include, but not limited to member services, digital banking and consumer lending.
9. Recommend changes to our current policy to the Experience Center Manager and/or VP.
10. Identify and implement cross-functional process improvement opportunities.

Job Qualifications

Here are a few skills you MUST have to be considered for this position.

1. Minimum 1 - 3 years of banking experience, including member/customer servicing experience.
2. Experience with banking procedures, including policies, laws and regulations, in addition to knowledge of consumer loan origination and servicing.
3. Knowledge of financial products and the ability to master online banking and digital platforms.
4. Must be team-oriented, self-motivated and results-driven with strong interpersonal skills and the ability to work in a team environment.
5. Ability to function in a consumer business office environment and utilize standard office equipment, including but not limited to: PC, copier, telephone, etc.
6. Must be able to manage multiple priorities and accounts in fluid environment while maintaining accuracy in all details.
7. Ability to lift a minimum of 25 lbs. (file boxes, computer printer).
8. Minimal travel required. Must be able to work between the hours of 8AM - 6 PM during the work week, as well as the occasional weekend and holiday.
9. Excellent organizational, time management and problem-solving skills.

Here are a few qualifications we'd LIKE you to have to make you more suited for this position.

1. Prefer a minimum of 1 - 3 years of Credit Union member service experience.
2. Prefer a minimum of 1 - 2 years of supervising a staff within member services.
3. Experience creating or updating processes, policies, procedures, and guidelines
4. Four-year degree from an accredited college/university.
5. Must be comfortable using various technology platforms.
6. Excellent verbal, written, telephone and interpersonal communication skills.

About the Civic and LGFCU Culture

Our organizations believe we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and wellbeing of our employees. 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. To this end, we recruit bright, energetic and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.

If you have questions about this position description, please feel welcome to ask. You can reach our HR at:

LGFCU Human Resources

3600 Wake Forest Road

Raleigh, NC 27609

careers@lgfcu.org

PI217915914