Member Advisor

SouthPoint Financial Credit Union•North Mankato, MN

3d•$17 - $26

About The Position

Serve as a Member Advisor in SouthPoint Financial Credit Union’s Digital Branch, providing friendly, professional, and personal service that reflects the credit union’s principles, vision of “Empowering People to Enhance Lives,” and core values. Assist members with their financial well-being through telephone, chat, video, ITM, SMS, email, and other digital channels in a fast-paced environment. Provide first-call resolution, build member relationships, and cross-sell credit union products and services related to daily transactions, new accounts, consumer loans, and mortgage products. The role also provides backup for operational duties that support SouthPoint’s growth. The position handles digital account servicing and transactions, consumer and real estate loan applications and related support, digital account opening, business account services, and frontline digital banking and technology support. It also conducts document and account research, identity verification, and other work in accordance with applicable procedures and Bank Secrecy Act responsibilities. Additional duties may include clerical support and assistance with marketing activities.

Requirements

Completion of high school education.
Intermediate mathematical skills, including calculations and concepts involving decimals, percentages, and fractions.
Excellent communication and customer service skills, with a professional image.
Well-developed interpersonal skills for serving members and representing the credit union positively.
Strong organization, self-motivation, and self-management.
Analytical and decision-making skills, attention to detail, accuracy, and thoroughness.
Ability to work under pressure, handle concurrent tasks accurately, and maintain a positive attitude in challenging circumstances.
Demonstrated ability to solicit business and enhance member relationships through outbound contact.
Teamwork, maturity, confidentiality, and adaptability, including willingness to adapt to changing job requirements or hours.
Ability to fulfill the Bank Secrecy Act responsibilities applicable to the role.

Nice To Haves

Experience in lending and a retail office of a credit union or financial institution, or related work experience.
Experience in loan interviewing or processing.
Credit union, banking, or call center experience.

Responsibilities

Answer incoming calls, chats, video, ITM, SMS, email, and other digital communications and provide first-call resolution.
Build long-lasting member relationships through trust, understanding, and personalized service.
Respond to member questions, issues, and complaints; research, document, and escalate matters as appropriate.
Initiate outbound calls to existing and potential members to enhance relationships and identify cross-sell opportunities.
Perform digital account servicing, including balance inquiries, transfers, account closures, cashier’s check creation, stop payments, loan payments and payoffs, and fee reversals; the role excludes cash and check deposits and cash withdrawals.
Complete account maintenance activities, including debit card creation and limit adjustments, debit card activity review, funds-hold status reviews, pending ACH inquiries, e-statement removals, and next-day fee reversals.
Process large-dollar wire callbacks and general service requests.
Initiate and process consumer, Ready Reserve, and real estate loan applications through digital platforms.
Interview loan applicants and support consumer-loan underwriting within established guidelines.
Enter real estate loan applications, set appointments, prepare required documentation, and disburse funds using discretion and established procedures.
Prepare loan payoff statements for members, insurance companies, and external lenders.
Research applications to direct members to the appropriate lender or employee; support skip-payment requests and website-submitted loan applications.
Initiate digital account applications and monitor applications requiring manual review.
Support business account services, including Health Savings Accounts, contributions, distributions, transfers, and related research.
Provide frontline support for online and mobile banking, including registration queues, account holds, username and password changes, multifactor authentication maintenance, and activity research.
Research and provide basic troubleshooting for Zelle, Bill Pay, ITMs, and related platforms for members and internal staff; serve as the first line of defense for electronic-service troubleshooting.
Research accounts, statements, notices, historical documents, and check images using internal systems.
Send documents for digital signature using DocuSign and research access or signature issues.
Verify member identity, review and correct ITM deposit checks, and support debit card mailings without PINs.
Follow Bank Secrecy Act responsibilities applicable to the role.
Perform other duties as assigned, including clerical support and assistance with marketing activities.