Member Advisor

SouthPoint Financial Credit Union•North Mankato, MN

2d•$17 - $26

About The Position

Serve as a Member Advisor in SouthPoint Financial Credit Union’s Digital Branch, delivering friendly, professional, and personalized service while supporting the Credit Union’s vision of “Empowering People to Enhance Lives” and its core values. Help 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 identify opportunities to connect members with Credit Union products and services, including daily transactions, new accounts, consumer loans, and mortgage products. The position also provides backup for operational duties that support SouthPoint’s growth. The role handles digital account servicing and transactions, lending and application support, digital account opening, business account services, online and mobile banking assistance, research, documentation, and compliance responsibilities. It requires sound judgment, accuracy, professionalism, and the ability to manage multiple tasks while maintaining a positive attitude.

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.
Strong organization, self-motivation, and self-management.
Analytical and decision-making skills, attention to detail, accuracy, and thoroughness.
Ability to work under pressure, handle multiple tasks concurrently with a high degree of accuracy, and maintain a positive attitude in challenging circumstances.
Ability to solicit business and strengthen member relationships through outbound contact.
Ability to work as a team player with maturity, confidentiality, and adaptability, including adapting to changing job requirements and hours.
Ability to perform applicable Bank Secrecy Act responsibilities.

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 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.
Resolve member questions, issues, and complaints; research, document, and escalate matters as appropriate.
Make outbound calls to existing and potential members to strengthen relationships and identify cross-sell opportunities.
Perform digital account servicing, including inquiries and transfers, account closures, cashier’s checks, stop payments, loan payments and payoffs, and fee reversals; cash and check deposits and cash withdrawals are excluded.
Complete account maintenance, including debit card creation and limit adjustments, debit card activity review, funds-hold 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, schedule appointments, prepare documentation, and disburse funds according to established procedures.
Prepare loan payoff statements for members, insurance companies, and external lenders.
Research applications and direct members to the appropriate lender or employee.
Support skip-payment requests and loan applications submitted through the website.
Initiate digital account applications and monitor applications requiring manual review.
Support business account services, including HSA contributions, distributions, transfers, and related research.
Provide frontline support for online and mobile banking, including registration queues, account holds, credential changes, multi-factor authentication maintenance, and activity research.
Research and provide basic troubleshooting for Zelle, Bill Pay, ITMs, and related platforms for members and internal staff.
Research accounts, statements, notices, historical documents, and check images using internal systems.
Send documents for digital signature through 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 clerical support and assist with marketing activities as needed.
Perform other duties as assigned.