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 personal service to members by telephone, chat, video, ITM, SMS, email, and other digital channels. Help members with their financial well-being while embodying the Credit Union’s purpose, vision, and core values. The role works in a fast-paced environment, resolves member needs, and identifies opportunities to connect members with relevant Credit Union products and services. The position handles digital account servicing and transactions, lending and application support, digital account opening, business account services, and online and mobile banking assistance. It also performs research, documentation, identity verification, and applicable Bank Secrecy Act responsibilities. The Member Advisor provides backup operational support, clerical assistance, and help with marketing activities as needed.

Requirements

Completion of high school education.
Excellent communication and customer service skills, with a professional image.
Well-developed interpersonal skills for serving members and representing the Credit Union positively.
Highly organized, self-motivated, and self-managed.
Strong 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.
Demonstrated ability to solicit business and enhance member relationships through outbound contact.
Teamwork, maturity, confidentiality, and adaptability, including willingness to adjust to changing job requirements or hours.
Intermediate mathematical skills, including calculations involving decimals, percentages, and fractions.

Nice To Haves

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

Responsibilities

Respond to incoming calls, chats, video, ITM, SMS, email, and other digital communications, aiming for first-call resolution.
Build member relationships through trust, understanding, and personalized service; resolve questions, issues, and complaints, escalating when appropriate.
Make outbound calls to existing and potential members to strengthen relationships and identify cross-selling opportunities.
Perform digital account servicing and transactions, including inquiries, 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 tasks such as debit card creation and limit changes, debit card activity reviews, funds-hold reviews, 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 to identify the appropriate lender or employee.
Support skip-payment requests and loan applications submitted through the website.
Initiate digital account applications and monitor applications that require manual review.
Support business account services, including Health Savings Account contributions, distributions, transfers, and related research.
Provide frontline online and mobile banking support, 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 research access or signature issues.
Verify member identity, review and correct ITM deposit checks, and support debit card mailings without PINs.
Follow applicable Bank Secrecy Act responsibilities.
Perform clerical support duties and assist with marketing activities as necessary.
Perform other duties as assigned.