OUR CULTURE
Our 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 POSITION
The Branch Manager will play a crucial leadership role in ensuring the success as well as reputation of the branch. This individual will manage, oversee, and ensure excellence of day-to-day branch operations, which include but are not limited to branch opening, closing, member service and experience, transaction processing, promotion of products and services, and ensuring general required service coverage of the location. On top of managing the daily activities, a successful individual in this role will place emphasis on continual improvement of operational efficiencies as well as service quality standards, putting the members' satisfaction at the core of everything we do. At the core, the Branch Manager will embody Civic's values, policies and vision while fostering an inclusive environment for both branch staff and members.
NORMAL DAY-TO-DAY WORK
Demonstrates and leads a high level of member service awareness, continually strives to exceed members' expectations and ensures the maintenance of operational proficiencies in effort to develop lasting member impressions and relationships.Oversees branch growth and membership retention by coaching and leading well-informed advisors to discover member centric solutions.Communicates, transfers, and demonstrates product and service knowledge to advisors. Proactively identifies areas of knowledge improvement amongst branch staff.Coaches and manages team development to drive internal opportunities, foster teamwork, and career progression.Effectively recruits, interviews and onboards advisors.Oversees essential administrative functions, including but not limited to scheduling, cash orders, managing branch losses, documentation and retention, and end-of-day balancing.Engages with community and branch partners, including Membership Development Officers, to enhance member appreciation. Facilitates timely and efficient communication between branch and home office.Serves as escalation point for member complaints and suggestions, deploys active listening techniques to capture improvement opportunities, and treats all member cases with empathy and exceptional professionalism.Seeks out professional development and internal networking to enhance education in the financial service industry to improve branch member experience.Ensures branch staff's readiness to meet all pre-defined financial targets while continually serving as stewards of membership resources to maximize profitability.Complies with regulation, policies, procedures, and operational guidelines. Proactively assesses and mitigates operational risks, ensuring compliance with regulations, audit requests, and implements security measures when appropriate.Follows all safety and security guidelines to properly protect branch team members, members, and credit union assets.JOB QUALIFICATIONS
Here are a few qualifications you MUST have to be qualified for this position.
Minimum 7 - 9 years of banking/member service experience, including 1 - 3 years of managerial experience.Strong analytical and problem-solving skills, with the ability to identify trends and develop solutions.Demonstrated knowledge of banking procedures, including policies, laws and regulations, consumer loan origination and servicing.Notary Public in North Carolina, or ability to achieve in the first 6 months 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.Here are a few qualifications we'd LIKE for you to have.
4 - 6 years of Credit Union member service experience.Bachelor's degree in Business Administration or relating field of study.Experience with creating and updating policies, processes, procedures, and guidelines.Supervisory experience within a member/customer service environment.If you have questions about this position description, please feel welcome to ask. You can reach HR at:
Human Resources
3600 Wake Forest Rd, Raleigh, NC 27609
Requirements:PI7a2254d5e5-
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CIVIC CULTURE
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.
ABOUT THE POSITION
The Senior Quality Assurance Analyst plays a critical role in ensuring the reliability, accuracy, and performance of systems across the entire organization. This role supports enterprise-wide testing efforts, including core systems, digital applications, integrations, middleware, and member-facing platforms. The Senior QA Analyst contributes to automation initiatives, executes both manual and automated testing, and serves as a mentor and technical resource for QA Analysts. This position partners with the Applications & Integrations team, IT, Digital Operations, and other functional business units to ensure that system changes, new functionality, enhancements, and integrations meet quality standards and support operational excellence. This role is ideal for someone who thrives in a collaborative environment, enjoys solving complex testing challenges, and is passionate about elevating QA practices to strengthen system stability across the enterprise.
NORMAL DAY-TO-DAY WORK
Design, maintain, and execute enterprise-wide test plans for system upgrades, integrations, enhancements, and new implementations.Oversee the development and enhancement of automated test frameworks to improve regression coverage and reduce manual testing cycles.Work closely with the Applications & Integrations team to test API connections, data flows, middleware, and cross-system integrations. Partner with business units to understand requirements, constraints, workflows, and potential risks or edge cases.Lead manual and exploratory testing for high-priority or complex projects across core, digital, and operational systems. Conduct root-cause analysis for defects and collaborate with internal teams and vendors to drive resolution.Identify and analyze issues, bugs, defects, and other problems, particularly when problems occur in multiple applications, releases, or updates; recommend solutions to these issues where applicable.Mentor QA Analysts by reviewing test cases, demonstrating best practices, and support skill development in both manual and automated testing.Lead team members in determining day-to-day tasks. Communicate daily updates and coordinate directly with Project Managers and Business Support Analysts on any issues that need immediate action. Communicate quality standards and parameters to QA team, application development team, and other appropriate staff as needed.Play a key role in Agile ceremonies and cross-functional planning sessions to provide QA guidance, risk input, and effort estimates.Review and respond as appropriate to end-user feedback and use the information to improve the overall testing experience to improve product quality and create a cross-functional support team driving change.Contribute to the continuous improvement of QA processes, standards, and tools across the enterprise. Oversee documentation and reporting of testing results, defects, and quality assurance plans.Maintain comprehensive test case repositories in TestRail and ensure documentation accuracy across all QA artifacts.Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.JOB QUALIFICATIONS
Here are a few skills you MUST have to be qualified for this position.
4 - 6 years of Quality Assurance experience supporting enterprise-level systems.Hands-on experience designing and maintaining automated test suites using tools such as Selenium, Playwright, Cypress, or similar.Strong understanding of QA methodologies, SDLC, testing types, and defect life cycle management.Experience testing REST APIs, integrations, and data flows using tools such as Postman or Swagger.Ability to create detailed test plans, test cases, and supporting documentation.Ability to design test cases that include positive paths, negative paths, edge cases, and alternate flows to ensure complete coverage.Experience mentoring QA team members.Strong problem-solving skills and the ability to analyze complex system interactions.Experience in web-based application testing, including cross-browser and mobile device compatibility.Experience working in an Agile environment.Excellent interpersonal, analytical, and communication skills.Ability to explain technical concepts to both technical and non-technical audiences.Ability to function in a business office environment and utilize standard office equipment.Ability to lift a minimum of 25 lbs. (file boxes, computer printer).Travel required on occasion.Here are a few qualities we'd LIKE for you to have to make you more suited for this position.
Experience with credit union or financial services systems such as Fiserv DNA, Alkami, Ensenta, Zelle, Instant Open, card platforms, lending systems, fraud tools, or operational applications.Experience partnering with an Applications & Integrations team on APIs, middleware, data mapping, and cross-system connectivity.Experience supporting large-scale system conversions, upgrades, or enterprise implementations.Familiarity with CI/CD pipelines and DevOps practices (Azure DevOps or equivalent).Professional certifications such as ISTQB or Scrum.Experience utilizing QA methodologies such as shift-left testing, exploratory testing, or test-driven development (TDD).Knowledge of regulatory, risk, or compliance considerations relevant to financial institutions.Experience supporting automation execution within CI/CD pipelines and identifying opportunities to improve testing efficiency.A passion for improving processes, strengthening documentation, and elevating QA maturity across the enterprise.Ability to operate with autonomy, curiosity, and a quality-first mindset.Bachelor's degree in Business, Information Technology, or related field.Experience working in the financial industry or at a financial institution.Familiarity with tools such as Tableau, Power BI, or Salesforce analytics.CONTACT US
If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at:
Civic Human Resources
3600 Wake Forest Road, Raleigh, NC 27609
Requirements:PI7cf09fd5e78a-7573
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CIVIC CULTURE
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.
ABOUT THE POSITION
The Customer Relationship Management and Enterprise Content (CRM/ECM) Manager is responsible for leading and optimizing Civic's CRM and ECM platforms and services. This role will be responsible for leading a team of CRM/ECM administrators and developers while ensuring successful integration of these platforms with other systems and business processes. This role will work across Salesforce platforms, internal content management platforms, data warehouses and MuleSoft while collaborating to align solutions with business objectives and governance standards. The CRM/ECM Manager will be pivotal in designing, developing and implementing high-quality, scalable solutions that meet business needs and support the credit union's strategic objectives.
NORMAL DAY-TO-DAY WORK
Translate business requirements into well-architected solutions that best leverage Salesforce and Content Management platforms and products. Evaluate user needs, product requirements documentation and system plans. Participate in technical design sessions; develop technical solution documentation aligned with the business objectives. Apply best practices and technical/business experience to solutions, including design trade-offs and communication of design decisions.Develop solutions and interfaces as required to meet business requirements. Develop, test, and document custom development, integrations, and data migration elements for implementations and ongoing platform operations.Collaborate with cross-departmental stakeholders to design and optimize business processes and integrate business processes across systems. Leverage platform capabilities to optimize business processes and process design with a bias towards automation.Design and develop enterprise systems as part of the software product lifecycle. Proactively identify risks and develop mitigation plans. Support platform road mapping, integrations, and adoption strategies to support organizational growth and digital transformation.Manage high-level vendor relationships and ensure vendors deliver solutions that meet strategic objectives, performance standards, and compliance requirements.Lead, mentor, and develop a team of CRM/ECM administrators and development professionals, fostering professional growth and a collaborative, high-performance environment. 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.Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.JOB QUALIFICATIONS
Here are a few skills you MUST have to be qualified for this position.
Minimum of 4 - 6 years of experience in CRM, Content Management Business Analysis, or related technology roles, and a minimum of 1-3 years of management or leadership experience.Proven ability to manage and administer complex digital platforms, including online banking systems and CRM solutions.Experience developing and executing digital strategies that drive member or customer engagement and operational efficiency.Strong vendor and stakeholder management skills, including contract negotiation and performance management.Excellent communication and presentation skills, with the ability to influence executive stakeholders and bridge technical and non-technical discussions.Proficiency in data analysis and reporting to inform digital decision-making.Deep understanding of SDLC, Agile methodologies, and digital security standards.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.Here are a few qualities we'd LIKE for you to have to make you more suited for this position.
Bachelor's degree in Business, Information Technology, Digital Operations, or related fieldExperience working in the financial industry or at a financial institution.Experience managing Salesforce, Nautilus or comparable CRM/ECM systems.Familiarity with digital analytics tools such as Tableau, Power BI, or Salesforce analytics.Demonstrated ability to lead digital transformation initiatives.Strong facilitation and strategic planning skills.CONTACT US
If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at:
Civic Human Resources
3600 Wake Forest Road, Raleigh, NC 27609
Requirements:PI953d164bc5-
Read LessOUR CULTURE
Our 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 POSITION
The 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. The 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 Civic Advisor will embody Civic's values, policies and vision while fostering an inclusive environment for both branch staff and members.
NORMAL DAY-TO-DAY WORK
Demonstrates exceptional member service by providing personalized solutions, creating memorable interactions and exceeding member expectations.Builds and fosters relationships with current and potential members to increase their financial well-being.Exhibits adept recognition and adjustment to member needs while employing active listening techniques to effectively de-escalate member concerns. Conducts thorough research to address and resolve member inquiries, preparing necessary documentation as needed.Maintains and balances assigned cash drawer daily, while following operational procedures and cash limits. Participates in opening and closing procedures, as needed.Accurately processes member transaction requests and responds to member inquiries via various channels in a timely manner.Provides lobby support and maintains a strong knowledge of products and services available to Civic members, including current promotions. Inform members about products and services other than those requested based on the member's financial information.Assists with in-person opening of deposit and loan accounts by ensuring all information is received timely and accurately processed.Explains loan programs to member, evaluates their needs and recommends loan options. Complete member and loan applications and escalate to the lending department as necessary.Participate in beta-testing for possible workflow and process improvement and provide feedback to internal/external resources as needed.Educates members on digital solutions by providing self-service alternatives to manage finances at their convenience.Participates in required meetings and trainings while promoting a positive team environment. Shares knowledge of member feedback and effective practices.Collaborates with internal departments to provide a closed-loop experience for member requests.Complies with regulation, policies, procedure and operational guidelines. Proactively assesses and mitigates operational risks, ensuring compliance with regulations, audit requests and implements security measures when appropriate.JOB QUALIFICATIONS
Here are a few qualifications you MUST have to be qualified for this position.
Minimum 1 - 3 years of customer service experience, or a Bachelor's degree.High school diploma or equivalent.Excellent verbal, written, telephone and interpersonal communication skills.Demonstrated strong customer service skills.Notary Public in North Carolina, or ability to achieve in the first 6 months 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.Here are a few qualifications we'd LIKE for you to have.
Credit Union member service experience.Knowledge of financial products and services, mobile and on-line banking a plus.If you have questions about this position description, please feel welcome to ask. You can reach HR at:
Human Resources
3600 Wake Forest Rd, Raleigh, NC 27609
Requirements:PI5c81ec6ddd90-4538
Read Less
CIVIC CULTURE
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.
ABOUT THE POSITION
The Digital Branch Manager is responsible for managing and overseeing all daily functions and systems within the Digital Branch Team, as well as identifying and implementing improvements to existing member experiences. This individual will assist their management in leading the strategic direction of the Digital Branch Team. A successful individual in this role will ensure the smooth and efficient functioning of team, including timely and proper member communications through all delivery channels, processing of membership, deposit and loan applications for new and existing members, and fulfillment of specific consumer loan requests. This role will need to use strong interpersonal skills to build rapport with both internal and external customers. This individual is also expected to serve as a mentor to all team members, keeping them engaged and providing guidance on policies and procedures as needed. This role will be pivotal in ensuring the Credit Union's policies and procedures are being closely followed, and that interactions with members are accurate and compliant. This individual will supervise a large group of professional staff characterized by repetitive processes and member interactions via phone, secure message, text message, videochat, webchat, and email.
NORMAL DAY-TO-DAY WORK
Provides daily oversight of all member touchpoints to include phone calls, electronic communication channels, online account opening, and loan applications to ensure that service levels and key performance indicators are met. Ensure operation and efficiency of all related system aspects needed for member service activities, including personal and team member communications and work volumes.Hire, train, and develop Digital Branch Staff including conducting performance evaluations and providing coaching and professional development. Ensure all staff members are equipped with the necessary tools and permissions for success.Responsible for maintaining and developing member service processes within the Digital Branch Team, including member communications, member relations, account opening, digital applications, and loan fulfillment.Design, implement, and maintain Digital Branch processes and identify risks and opportunities based on the organization's business strategy. Design and implement a plan to achieve production results, while ensuring staff are hitting membership targets.Assist leadership with the development of business cases and recommend new ideas to contribute to digital growth to upper management.Actively work with leadership to manage relationships with external vendors for member services related tools, including account opening, phone systems and text messaging. Act as liaison to other internal departments.Develop and present reports on metrics, forecasts, and performance of member service activities.Serve as tier 2 escalation point for any member/account disputes while adhering to process and procedures, ensuring regulatory compliance.Work closely with internal partners such as IT and lending to identify gaps in digital technologies offered to members to improve the member experience. Implement new digital retail projects and tools to improve the member experience.Stay abreast of industry trends and evolving regulations concerning member services, digital banking and loan fulfillment. Lead changes for retail digital channels.Oversee efforts to periodically review policies and procedures and identify and recommend opportunities for improvement regarding team operating compliance and efficiency.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.Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.JOB QUALIFICATIONS
Here are a few qualifications you MUST have to be qualified for this position.
Minimum 4 - 6 years of member servicing experience, inclusive of 1 - 3 years of lending and/or account opening experience, and 1 - 3 years of management experience, or have a Bachelor's degree in Business, Finance, Lending, or relevant area, 1 - 3 years of member servicing experience, and 1 - 3 years of management experience. Strong analytical and problem-solving skills, with the ability to identify trends and develop solutions.Demonstrated knowledge of banking procedures, including policies, laws and regulations, consumer loan origination and servicing.Operating experience of financial products as well as online banking and digital platforms.Must be able to work onsite at Credit Union administrative headquarters.Must be able to work within core operating hours (8:00am - 6:00pm), as well as the occasional weekend and holiday.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.Here are a few qualifications we'd LIKE for you to have.
Minimum 4 - 6 years of Credit Union member service experience.Call center experience.Bachelor's degree in Business Administration or relating field of study.Experience with creating and updating policies, processes, procedures, and guidelines.Supervisory experience within a member/customer service environment.CONTACT US
If you have questions about this position description, please feel welcome to ask. You can reach HR at:
Human Resources
3600 Wake Forest Rd, Raleigh, NC 27609
Requirements:PIb7b52dda5dd7-0509
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