Member Advisor

SouthPoint Financial Credit Union•North Mankato, MN

About The Position

Serve as a Member Advisor in SouthPoint Financial Credit Union’s Digital Branch, providing friendly, professional, and personalized service that supports members’ financial well-being and reflects the Credit Union’s purpose, vision, and core values. Assist members through telephone, chat, video, ITM, SMS, email, and other digital channels in a fast-paced environment, resolving questions and concerns and identifying appropriate opportunities to connect members with products and services. The role supports digital account servicing and transactions, consumer and real estate lending applications, digital account opening, business account services, and online and mobile banking. It also provides research, documentation, troubleshooting, clerical, and operational support, while following applicable Bank Secrecy Act responsibilities and established procedures.

Requirements

Completion of high school education.
Intermediate mathematical skills, including calculations and concepts involving decimals, percentages, and fractions.
Excellent communication and customer service skills; maintain 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, manage concurrent tasks accurately, and maintain a positive attitude in challenging circumstances.
Ability to solicit business and enhance member relationships through outbound member contact.
Ability to work as a team player with maturity, confidentiality, and adaptability, including willingness to adapt to changing job requirements or hours.
Follow applicable Bank Secrecy Act responsibilities and established procedures.

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, providing first-call resolution.
Build member relationships through trust, understanding, and personalized service; respond to questions, issues, and complaints, researching, documenting, and escalating as appropriate.
Make outbound calls to existing and potential members to strengthen relationships and identify cross-sell opportunities.
Perform digital account servicing and transactions, including inquiries, transfers, account closures, cashier’s checks, stop payments, loan payments and payoffs, and fee reversals; do not perform cash or check deposits or cash withdrawals.
Complete account maintenance, including debit card creation and limit adjustments, activity and 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 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 and research applications to identify 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 Account contributions, distributions, transfers, and related research.
Provide frontline support for online and mobile banking, including registration queues, account holds, username and password changes, multi-factor authentication maintenance, and activity research.
Research and provide basic troubleshooting for Zelle, Bill Pay, ITMs, and related digital 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 investigate 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 duties and assist with marketing activities as necessary.
Perform other duties as assigned.