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Description:
The VP, Member Services leads the strategic direction of the Member Experience staff as well identifies, prioritizes and implements improvements that provide members an extraordinary experience. Responsible for significant contributions to determining the strategies to be utilized to meet member service needs at the interaction channels that focus on resolving member’s communication needs. Simplify processes and solve member’s problems to help them thrive financially. Evaluate and recommend current technology, processes and workflows to ensure the Credit Union continues to be a best-in-class financial institution. Responsible for the recruitment, onboarding and training of the Member Experience staff and talent.&nbsp; NORMAL DAY-TO-DAY WORK<ol><li>Manage all member communication touchpoints, including the strategic formation of member touchpoints, including phone calls and electronic communication channels to ensure that service levels are met.&nbsp;</li><li>Establish and monitor quantitative and qualitative service level metrics to achieve excellent service for internal and external members as well as departmental goals in support of the Credit Union’s strategic plan.&nbsp;</li><li>Collaborate with peers across the organization to champion a member-first culture by ensuring that all policies, procedures, and practices support outstanding service. Continuously assess the member journey to identify pain points, opportunities, and innovations to enhance the overall member experience.</li><li>Keep abreast of new rules and regulations that may impact delivery of financial products and services and ensure compliance. Also stay up to date on emerging security concerns by leading effective account opening strategies and fraud prevention methods. Utilize tact and experience-based knowledge to resolve member issues/concerns by explaining policies and products.&nbsp;</li><li>Serve as the liaison to third party vendors that assist in the delivery of relevant financial products and services. Maintain a positive working relationship with outside vendors to resolve problems and remain current on new product development. Negotiate and maintain applicable contracts.</li><li>Ensure compliance with audit and security standards, policies and procedures and loss prevention measures. Maintain and monitor member experience files with appropriate documentation in a secure manner in compliance with established guidelines policies and regulations. Ensure confidentiality of member information and that all disclosures are made to members as applicable.</li><li>Partner with Technology and leaders to develop and implement plans for the operational infrastructure of systems, processes and personnel to drive advances for operational excellence and improve the member experience. Leverage people, process and technology to develop innovative strategies, which drive employee effectiveness and enhance the member experience.</li><li>Align strategic goals to operating plans; drives execution and tracks progress to achieving plans. Develop strategies to eliminate issues that lead to member dissatisfaction and unnecessary inbound calls.</li><li>Oversee the daily activity of the Member Experience Center, including assignment of duties and special projects, monitoring workload and productivity, planning and prioritization.</li><li>Hire, coach, and lead a team of member service managers and frontline staff to consistently exceed member expectations.</li><li>Display integrity, self-awareness, courage, and respect for staff while ensuring learning agility and flexibility communicating and delegating effectively. Work effectively, collaboratively, and creatively in a team-oriented environment both internally and externally.</li><li>Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.</li></ol>JOB QUALIFICATIONS&nbsp;Here are a few skills you MUST have to be qualified for this position.&nbsp;<ol><li>Minimum 10-12 years related experience in financial services and 4-6 years of management experience.&nbsp;</li><li>Demonstrated success leading a team with a proven track record of delivering results.&nbsp;</li><li>In depth knowledge and a thorough understanding of how technology can be used to improve the member experience.</li><li>Proven leadership skills to provide an aspirational vision and teamwork to drive performance to be the best in industry.</li><li>Must be able to work within core operating hours (8:00am – 6:00pm), as well as the occasional weekend and holiday.</li><li>Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.</li><li>Ability to lift a minimum of 25 lbs. (file boxes, computer printer).</li><li>Travel required on occasion.</li></ol>Here are a few qualifications we’d LIKE for you to have.<ol><li>Bachelor’s degree.</li><li>Ability to innovate and find creative solutions to meeting business goals.</li><li>Demonstrated ability to drive cross-functional initiatives.</li><li>Skilled communicator who influences and negotiates effectively.</li></ol>OUR CULTUREOur organization believes 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.&nbsp; If you have questions about this position description, please feel welcome to ask. You can reach our HR at:&nbsp;Human Resources3600 Wake Forest Rd, Raleigh, NC 27609&nbsp;<a href="mailto:careers@civicfcu.org" target="_blank">careers@civicfcu.org</a>

Requirements:
 PI280101011

Local Government Federal Credit Union

Vice President, Member Services (Contact Center)

Description:
CIVIC CULTUREOur organizations believe we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being 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.&nbsp; ABOUT THE POSITIONLoss Mitigation Specialist is responsible for proactively managing delinquent accounts by contacting Credit Union members. This role involves identifying potential risks, working with members to resolve payment issues, providing repayment solutions, and implementing strategies to mitigate loan losses. NORMAL DAY-TO-DAY WORK<ol><li>Provide early and late-stage delinquency management by monitoring loan accounts and identify members who are at risk of becoming delinquent.</li><li>Proactively contact members via phone, email, or other communication methods to discuss their accounts and identify reasons for delinquency</li><li>Work with members to develop repayment plans, loan modifications, or other solutions to bring accounts current.</li><li>Ensure a consultative member approach to restructuring loans as necessary, providing direction on improving the financial outlook of the member in the future.</li><li>Accurately document all member interactions, payment agreements, and actions plans in the core collection system.</li><li>Provide members with information on financial education resources and tools to help them manage their finances and avoid future delinquencies.</li><li>Collaborate as necessary with other internal business units and resources to ensure a coordinated approach to loss prevention.</li><li>Assist the AVP of Risk Assessment and Loss Mitigation with reviewing reports on delinquency trends, member interactions, and recovery efforts.</li><li>Ensure all activities are in compliance with federal and state regulations, as well as Credit Union policies, guidelines, and procedures.&nbsp;</li><li>Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.</li></ol> JOB QUALIFICATIONSHere are a few skills you MUST have to be qualified for this position. <ol><li>Minimum 4-6 years experience in consumer loan product collections, financial services or related field.&nbsp;</li><li>Must have an understanding of accounting principles and business financial statements and tax returns.</li><li>Must be knowledgeable in the process of analyzing personal tax returns, personal financial statements, and credit bureau reports.</li><li>Experience with credit procedures, policies, regulations and laws, in addition to knowledge of bankruptcy and consumer law.&nbsp;</li><li>Strong interpersonal skills with ability to work in a team environment.</li><li>Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.</li><li>Ability to lift a minimum of 25 lbs. (file boxes, computer).</li><li>Travel required on occasion.</li></ol> Here are a few qualities we’d LIKE for you to have to make you more suited for this position.<ol><li>Bachelor’s degree in finance, Accounting, Economics, Business or related field required.&nbsp;</li><li>Prefer a minimum of 2-4 years of Credit Union consumer credit experience.</li><li>Knowledge of loan structuring and work-out solutions in desirable.</li></ol> CONTACT USIf you have questions about this position description, please feel welcome to ask. You can reach our HR Department at: &nbsp;Civic Human Resources3600 Wake Forest Road, Raleigh, NC 27609&nbsp;<a href="mailto:careers@civicfcu.org" target="_blank">careers@civicfcu.org</a> 

Requirements:
 PI280070675

Loss Mitigation Specialist (Collections)

Description:
CIVIC CULTUREOur organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being 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. ABOUT THE POSITIONThe individual who excels in this position will have demonstrated experience in multiple information security technologies, including, but not limited to: SIEM, SOAR, email security, vulnerability management, network, and endpoint security controls. The individual will also play a key role in deployment, troubleshooting, testing, risk rating, and maintaining cyber security tools, platforms, and programs within the credit union. The successful candidate will display a passion for developing new skills in the field of information security. The Senior Cyber Security Engineer will actively participate in incident response, security program and control implementation, administration, automation, and documentation. The individual will assist internal teams as well as external service providers on technical projects. NORMAL DAY-TO-DAY WORK<ol><li>Research, engineer, design, and implement security solutions to enhance the management of cyber security risks within the credit union.</li><li>Support the day-to-day maintenance of all cyber security applications, including administration, deployment, troubleshooting and maintaining all cyber security tools.</li><li>Create and maintain playbooks, standards, automation, processes, and procedures around security disciplines with a focus on administration of platforms.</li><li>Identify, design and complete regular security audits related to administrative access and activities for security platforms as well as perform regular security audits as required.</li><li>Research, recommend, implement changes and additions to security controls and business application solutions.</li><li>Identify and track metrics related to performance and improvements to related cyber security tools.</li><li>Develop, respond to and investigate alerts related to misuse of credit union technology.</li><li>Create and edit scripts for integration and analysis of all cyber security controls for coverage and effectiveness.</li><li>Serve as a backup for incident response, ensuring readiness to take immediate action in the event of security breaches or system incidents, providing support in containment, analysis, and remediation efforts.</li><li>Stay informed of tools, techniques and components utilized in the industry through research and apply this knowledge to system(s) being secured.</li><li>Work with end-users to identify and mitigate security threats.</li><li>Understand and support team, department, applicable credit union regulations (NCUA), policies and procedures, strategic goals, and vision.</li><li>Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.</li></ol>JOB QUALIFICATIONSHere are a few skills you MUST have to be qualified for this position.<ol><li>Minimum 7 - 9 years’ experience in an information security, systems administration or IT engineering role.</li><li>Solid experience and understanding of incident response, vulnerability management, security engineering, security automation, risk rating, network security, threat intelligence and systems administration concepts.</li><li>Experience tuning rules that identify anomalous and/or suspicious behavior within SIEM, IDS/IPS, and similar platforms.</li><li>Ability to work flexible hours and weekends as needed, as well as participate in a 24/7 rotation schedule.</li><li>Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.</li><li>Ability to lift a minimum of 25 lbs. (file boxes, computer).</li><li>Travel required on occasion.</li></ol>Here are a few qualities we’d LIKE for you to have to make you more suited for this position.<ol><li>BA/BS in Information Technology, Information Security, Information Assurance or equivalent experience.</li><li>Experience managing Active Directory, and ADFS.</li><li>Experience with regular expressions and scripting (PowerShell, python, bash, etc.).</li><li>Familiarity with network and systems administration and operations concepts.</li><li>Comfortable with multiple operating systems, including Windows, macOS, and Linux.</li><li>Certifications in one or more Information Security Domains or on security platforms (Security+, GSEC, CISSP, GCIH, GCED, GDSA, etc.).</li></ol>

Requirements:
 PI280070677

Senior Cyber Security Engineer

Description:
Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being 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.&nbsp; ABOUT THE POSITIONThe Consumer Loan Officer is a centralized role responsible for guiding members through the consumer lending process with a consultative and relationship-based approach. This position is a key part of the credit union’s centralized lending strategy and focuses on managing primarily digital loan applications, with some referrals from physical branches. The Consumer Loan Officer is responsible for reviewing applications prior to underwriting, contacting members to confirm loan purpose and structure, ensuring stipulations are gathered post-approval, and providing follow-up on both approvals and denials. This role plays a critical part in helping members navigate their borrowing journey, aligning their needs with the right loan product, and ensuring clarity and completeness at every step. NORMAL DAY-TO-DAY WORK<ol><li>Review assigned digital and branch-submitted loan applications to ensure the selected product, amount, and term align with the member’s financial needs and objectives.</li><li>Contact members to engage in consultative discussions related to loan purpose, product fit, or clarification prior to underwriting submission.</li><li>Work collaboratively with Consumer Underwriting to ensure applications are accurate and complete, and proactively gather missing information or documents needed for decisioning. Support fulfillment and underwriting partners by submitting well-prepared, accurate, and complete applications. Proactively follow up with members on approved loans to explain terms, verify member intent, and collect any stipulations needed to move the loan to closing.</li><li>Contact members on declined loan applications (as applicable) to explain the outcome and offer guidance on improving future approval chances.</li><li>Utilize the loan origination system (LOS) and internal workflows to update application status, document member interactions, and route applications appropriately. Adhere to all regulatory and internal policies when collecting, documenting, or communicating with members.</li><li>Maintain knowledge of all consumer lending products—including unsecured term loans, personal lines of credit, auto loans, and HELOCs—to support members in product selection.</li><li>Meet productivity and service level expectations for daily contact volume, turnaround time, and member satisfaction.</li><li>Participate in training and coaching sessions to maintain proficiency in underwriting principles, loan structuring, and credit fundamentals.</li><li>Contribute to process improvement initiatives by identifying trends, bottlenecks, or opportunities for better member communication.&nbsp;</li><li>Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.</li></ol> JOB QUALIFICATIONSHere are a few skills you MUST have to be qualified for this position.<ol><li>&nbsp;1 – 3 years of experience in consumer lending or member service roles involving lending conversations, including 1-3 years at a financial services organization.&nbsp;</li><li>Working knowledge of consumer loan products including personal loans, auto loans, and HELOCs.</li><li>Strong communication skills, with the ability to explain loan terms, credit decisions, and stipulation requirements clearly.</li><li>Familiarity with credit reports, DTI calculations, and basic underwriting principles.</li><li>Ability to use loan origination systems and CRM tools to document member contact and update application status.</li><li>High attention to detail, organizational skills, and the ability to manage a high volume of applications in a fast-paced, centralized environment.</li><li>Member-focused mindset with a consultative, empathetic approach to lending.</li><li>Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.</li><li>Ability to lift a minimum of 25 lbs. (file boxes, computer).</li><li>Travel required on occasion.</li></ol> Here are a few qualities we’d LIKE for you to have to make you more suited for this position.<ol><li>Credit Union experience preferred, particularly in a digital or centralized lending model.</li><li>Exposure to Fiserv Velocity or similar LOS platforms.</li><li>Bilingual (Spanish) is a plus.</li><li>Familiarity with digital member interactions, including secure messaging platforms or digital follow-up tools.</li><li>Ability to analyze credit reports and make basic recommendations on loan alternatives.</li></ol> CONTACT USIf you have questions about this position description, please feel welcome to ask. You can reach our HR Department at:&nbsp;Civic Human Resources3600 Wake Forest Road, Raleigh, NC 27609&nbsp;<a href="mailto:careers@civicfcu.org" target="_blank">careers@civicfcu.org</a>

Requirements:
 PI279792359

Consumer Loan Officer

Description:
CIVIC CULTUREOur organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being 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. ABOUT THE POSITIONThe Facilities Maintenance Technician will be responsible for providing hands-on support to Civic’s various building infrastructure, including corporate buildings and Credit Union branches. This individual will work under the Facilities team to diagnose, troubleshoot, and provide maintenance to building mechanical, plumbing, and electrical. The Facilities Maintenance Technician will also work collaboratively with the Facilities team to ensure Civic buildings are operating smoothly, identify areas for building maintenance improvement, and provide support to staff members regarding various facilities requests. NORMAL DAY-TO-DAY WORK<ol><li>Provide support in facilities management methodology and practices including site maintenance, physical security, health and safety, space planning, environmental stability and other work environment priorities.</li><li>Create and track work requests in an automated database. Collect and quantify detailed facility information at each location, identify and self-perform replacement and repair actions and support vendor preventative and corrective maintenance of building equipment.</li><li>Collect and support staff/tenant inquiries in an expeditions manner, enforce and update building standards as outlined at each respective facility, identify facility and control system deficiencies and recommend upgrades to enhance equipment reliability, overall safety and security of the Credit Union.</li><li>Perform basic repairs of plumbing and electrical equipment and performance associated preventive maintenance.</li><li>Support daily facilities operations, maintenance and repair actions on equipment, systems and grounds throughout our facilities.</li><li>Work with tenants for routine and non-routine support of common facilities related matters.</li><li>Assist with onboarding new staff in relationship to space planning and coordinate with HR and Technology on any special requirements.</li><li>Conduct periodic building inspections under the direction of Facilities management for condition, health, safety and security deficiencies utilizing designated checklists.</li><li>Coordinate the Credit Union’s vehicle fleet operations, including assessing fleet updates, maintenance and replacement needs.</li><li>Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.</li></ol> JOB QUALIFICATIONS Here are a few skills you MUST have to be qualified for this position.<ol><li>Highschool Diploma or Equivalent.</li><li>Minimum 1-3 years’ experience in Facilities Management, BMS, Fire systems, and supporting various facilities related areas.</li><li>Must possess the knowledge and demonstrate the basic building maintenance skills such as, but not limited to replacing switches and receptacles, lighting repairs, repairing plumbing and drain fixtures, basic knowledge of building automation systems, and install and repair basic door hardware (e.g., locksets, closures and cylinders). Be proficient with the use of LOTO and NFPA 70-3. (Arc flash hazard). Familiar with Occupation and Safety and Health Administration (OSHA) regulations</li><li>Must be able to be on-call as needed, 24/7, on a rotating basis.</li><li>Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc</li><li>Ability to lift a minimum of 25 lbs. (file boxes, computer).</li><li>Travel required on occasion.</li></ol> Here are a few qualities we’d LIKE for you to have to make you more suited for this position.<ol><li>Familiarity with the building project management and construction.</li><li>OSHA 30 certified.</li><li>Certified Maintenance Reliability Professional, and/or Energy Professional designation.</li></ol> CONTACT USIf you have questions about this position description, please feel welcome to ask. You can reach our HR Department at:Civic Human Resources3600 Wake Forest Road, Raleigh, NC 27609<a href="mailto:careers@civicfcu.org" target="_blank">careers@civicfcu.org</a>

Requirements:
 PI279760892

Facilities Maintenance Technician

Description:
ABOUT THE POSITIONThe Salesforce Developer will be responsible for designing, developing, testing, and implementing customized solutions within the Salesforce platform to meet the credit union's specific business needs. This individual will work closely with stakeholders, including business analysts, project managers, and other developers, to ensure successful delivery of Salesforce solutions that streamline operations, enhance customer experience, and drive business growth.NORMAL DAY-TO-DAY WORK<ol><li>Design, develop, test, and deploy Salesforce solutions using Apex, Visualforce, Lightning Components, and other Salesforce technologies.</li><li>Customize Salesforce applications to support various business processes, including but not limited to customer relationship management, sales automation, and marketing automation.</li><li>Collaborate with business analysts and end-users to gather and analyze requirements, propose solutions, and translate business needs into technical specifications.</li><li>Configure and customize Salesforce features, such as workflows, process builder, validation rules, and data models, to optimize platform functionality.</li><li>Integrate Salesforce with external systems and third-party applications using APIs, web services, and middleware tools.</li><li>Perform code reviews, debugging, and troubleshooting to ensure high-quality deliverables and adherence to best practices.</li><li>Maintain and enhance existing Salesforce implementations, including resolving defects, implementing enhancements, and providing ongoing support.</li><li>Stay up-to-date with Salesforce releases, new features, and industry best practices to continuously improve Salesforce solutions and drive innovation.</li><li>Collaborate with cross-functional teams, including business stakeholders, IT teams, and external vendors, to deliver integrated solutions that meet business objectives.</li><li>Provide technical expertise and guidance to junior developers and support staff, fostering knowledge sharing and skills development within the team.</li><li>Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.</li></ol> JOB QUALIFICATIONSHere are a few skills you MUST have to be qualified for this position.<ol><li>4 – 6 years’ experience developing custom solutions on the Salesforce platform, including Apex, Visualforce, Lightning Components, and Salesforce APIs.</li><li>Salesforce Certified Platform Developer I professional certification or ability to acquire certification within one year of employment.</li><li>Strong understanding of Salesforce architecture, data model, and security model.</li><li>Proficiency in web technologies including HTML, CSS, Apex, Visualforce, JavaScript, Python, Lightning Components, and Salesforce APIs.</li><li>Experience developing custom solutions and configuration for the Salesforce platform including workflows, process builder, validation rules, and custom objects.</li><li>Experience with Salesforce integration tools and techniques, such as Salesforce Connect, REST/SOAP APIs, and middleware platforms (e.g., MuleSoft, Informatica).</li><li>Excellent problem-solving skills and ability to analyze complex business requirements and technical challenges.</li><li>Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.</li><li>Ability to lift a minimum of 25 lbs. (file boxes, computer printer).</li><li>Travel required on occasion.</li></ol>­Here are a few qualities we’d LIKE for you to have to make you more suited for this position.<ol><li>Bachelor's degree in Computer Science, Information Systems, or related field.</li><li>Salesforce Advanced Developer certifications (e.g., Salesforce Certified Platform Developer II).</li><li>Experience working in the credit union or financial services industry, with knowledge of regulatory requirements and industry best practices.</li><li>Experience in AMPscript and Guide Template Language (GTL).</li><li>Familiarity with Salesforce Financial Services Cloud or other industry-specific Salesforce products.</li><li>Experience with Agile software development methodologies, such as Scrum or Kanban.</li><li>Knowledge of DevOps practices and tools for Salesforce development, such as Salesforce DX, Jenkins, and Git.</li></ol>

Requirements:
 PI279484139

Salesforce Developer

Description:
OUR CULTUREOur organization believes 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. ABOUT THE POSITIONThe primary functions of this role are to communicate with members and potential members, drive brand awareness, build relationships internally and externally that result in member retention and growth, provide a world-class experience by clearly and effectively communicating products and services, and accurately handle member related transactions. The Member Experience Representative is responsible for establishing a collaborative environment within the Member Experience Center that leverages technology to best discover and address member needs, and services. NORMAL DAY-TO-DAY WORK<ol><li>Promptly respond to communication and inquiries from members and potential members via various communication channels (including but not limited to: email, phone, web chat, text message, video conference, and social media via third party software).</li><li>Act as the primary source of information for membership eligibility requirements.</li><li>Serve as the front-line problem solver to address member concerns as well as complaints. Involve appropriate resources, such as fulfillment team, lending department, and management as necessary.</li><li>Identify, recommend, and cross-sell appropriate products and services to new, existing, and potential members. Promote Credit Union products and services while delivering high quality service with accuracy.</li><li>Provide quality service to members, potential members and the community while achieving established qualitative and quantitative service level metrics.</li><li>Assist in online banking access including troubleshooting problems and errors for device and browser issues.</li><li>Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively within the team.</li><li>Use tact and experience-based knowledge to resolve member issues and concerns by explaining policies and products while representing the Credit Union in a professional manner.</li><li>Stay abreast of all member service policies and procedures, ensuring the quality as well as compliance on all member-facing interactions.</li><li>Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.</li></ol> JOB QUALIFICATIONSHere are a few qualifications you MUST have to be qualified for this position.<ol><li>Minimum 1 – 3 years of customer service experience, or a Bachelor’s degree.</li><li>Must be team oriented, results driven, and self-motivated.</li><li>Must be able to manage multiple priorities and accounts in fluid environment while maintaining accuracy in all details.</li><li>Must be able to work onsite at Credit Union administrative headquarters.</li><li>Must be able to work 8-hour shifts within core operating hours (8:00 am – 6:00 pm), as well as the occasional weekend and holiday.</li><li>Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.</li><li>Ability to lift a minimum of 25 lbs. (file boxes, computer printer).</li><li>Travel required on occasion.</li></ol>Here are a few qualifications we’d LIKE for you to have.<ol><li>Four-year degree from accredited college/university.</li><li>Call center experience.</li><li>Knowledge of financial products and services, mobile and on-line banking a plus.</li><li>Experience using on-line banking services preferred.</li><li>Must be comfortable using various technology platforms.</li><li>Excellent verbal, written, telephone and interpersonal communication skills.</li></ol> CONTACT USIf you have questions about this position description, please feel welcome to ask. You can reach HR at:Human Resources3600 Wake Forest Rd, Raleigh, NC 27609<a href="mailto:careers@civicfcu.org" target="_blank">careers@civicfcu.org</a>

Requirements:
 PI279214563

Member Experience Representative

Description:
&nbsp;CIVIC CULTUREOur organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being 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.ABOUT THE POSITIONThe Unified Communications Manager is responsible for overseeing and managing the organization's unified communications systems, including Microsoft Teams and digital device administration. This role involves the strategic planning, implementation, and maintenance of communication technologies to ensure seamless and efficient collaboration across the organization. The manager will lead a team to support voice, video, messaging, and conferencing solutions, ensuring they meet business requirements and compliance standards. Key responsibilities include managing system upgrades, troubleshooting issues, providing user training, and optimizing the performance of communication platforms. Additionally, the manager will oversee the administration of digital devices, ensuring proper configuration, security, and integration with unified communication systems.NORMAL DAY-TO-DAY WORK<ol><li>Lead, mentor, and develop the unified communications team. Conduct performance reviews, provide feedback, and ensure continuous professional development.</li><li>Develop and implement a comprehensive strategy for all unified communications systems (Microsoft Teams, Email, and digital devices),ensuring alignment with organizational goals and objectives.</li><li>Oversee the installation, configuration, and maintenance of unified communication systems and conference room technology systems.&nbsp;</li><li>Manage upgrades, patches, and enhancements to ensure system reliability and performance. Ensure systems are resilient and can recover quickly from disruptions.</li><li>Manage the administration of Microsoft Teams and Microsoft Exchange Online, including setup, configuration, and integration with other systems.</li><li>Manage the administration of digital devices, including configuration, security, and integration with communication systems. Ensure all devices are up-to-date and comply with security standards.</li><li>Provide technical support and troubleshooting for unified communication systems and digital devices. Manage all incidents and conduct root cause analysis to implement corrective actions to prevent recurrence.</li><li>Develop and deliver training programs to ensure users are proficient with communication tools and devices.</li><li>Collaborate with vendors to evaluate, select, and procure communication technologies and services.</li><li>Work with internal stakeholders to understand communication needs and ensure solutions meet business requirements.</li><li>Monitor the performance of unified communications systems and mobile devices to identify opportunities for process improvements. Implement measures to optimize system performance and user experience.</li><li>Develop and enforce policies and procedures for the use of unified communication systems and digital devices. Ensure compliance with industry standards, organizational policies, and regulatory requirements.</li><li>Create and maintain comprehensive documentation for unified communication systems, digital devices, configurations, and processes.</li><li>Lead and manage projects related to the implementation and enhancement of unified communication systems. Coordinate project activities, timelines, and resources to ensure successful project delivery.</li><li>Stay updated with the latest trends and advancements in unified communications and digital device management. Identify opportunities for improvement and lead the implementation of innovative solutions to enhance communication technologies.</li><li>Develop and implement disaster recovery and business continuity plans for unified communication systems.&nbsp;</li></ol>JOB QUALIFICATIONSHere are a few skills you MUST have to be qualified for this position. <ol><li>7 – 9 years general Information Technology experience engineering, designing, installing, administrating, upgrading, and maintaining mid-to-large scale telecommunications systems.</li><li>1 – 3 years of experience as a telecommunications manager, supervisor, or leader.</li><li>Fluent knowledge of modern Unified Communications systems that include supporting a Contact Center with Conversational AI capabilities.</li><li>Proven experience in managing and administering unified communication platforms.</li><li>Strong technical expertise in unified communications technologies, including Microsoft Teams, VoIP, video conferencing, and messaging systems.</li><li>Proficiency in managing and configuring digital devices (e.g., smartphones, tablets, laptops).</li><li>Experience with network infrastructure and protocols related to unified communications.</li><li>Knowledge of security best practices for communication systems and devices.</li><li>Demonstrated experience in leading and managing projects, including planning, execution, and monitoring.</li><li>Excellent verbal and written communication skills to interact with stakeholders at all levels.</li><li>Ability to explain technical concepts to non-technical audiences.</li><li>Strong vendor management skills to negotiate contracts and manage service providers.</li><li>Ability to adapt to changing technologies and stay current with industry trends and advancements in unified communications.</li></ol>Here are a few qualities we’d LIKE for you to have to make you more suited for this position. <ol><li>Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.</li><li>Experience with Genesys Cloud CX CCaaS platform.</li><li>Experience with conversational AI platforms such as Omilia and Glia.</li><li>Relevant certifications such as Microsoft Certified: Teams Administrator Associate, Cisco Certified Network Associate (CCNA), or similar are preferred.</li></ol>CONTACT USIf you have questions about this position description, please feel welcome to ask. You can reach our HR Department at: &nbsp;Civic Human Resources3600 Wake Forest Road, Raleigh, NC 27609&nbsp;<a href="mailto:careers@civicfcu.org" target="_blank">careers@civicfcu.org</a> 

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