Member Service Advisor

Spero Financial•Greenville, SC

About The Position

As a Member Service Advisor (MSA), you contribute to the financial success of Spero Financial by assisting members with their financial needs, including basic account transactions, inquiries, and education about lending and deposit opportunities. You engage members as their initial point of contact, reconnect with them over time, and build trusting advisory relationships by assessing needs and recommending appropriate solutions. You educate members using basic financial planning tools and identify opportunities to refer and cross-sell Spero products and services, including self-service options. You onboard members from account opening through their lifecycle, make outbound calls to educate and onboard members who may not regularly visit the branch, and promote current marketing campaigns. You work with support departments and other member-serving channels, including TellerLink, to provide a smooth member experience. The role also includes teller and cash-handling duties, account maintenance, lobby management, appointment scheduling, notary services, and other tasks supporting member service. Limited travel to other branches and participation in community or credit union events may be required. The position requires compliance with Spero Financial policies and procedures, including applicable Bank Secrecy Act (BSA), Customer Identification Program (CIP), USA Patriot Act, Office of Foreign Assets Control (OFAC), and Anti-Money Laundering (AML) requirements. Staff must complete related training at least annually and report relevant unusual or suspicious activity.

Requirements

High school degree or GED required.
At least six months to one year or more of similar or related experience, including experience in similar or preparatory positions.
Strong interpersonal and communication skills, keen attention to detail, adaptability, and professionalism.
Ability to establish trust and credibility and exercise diplomacy in sensitive or confidential conversations.
Ability to motivate, influence, educate, or advise others on matters of significance.
Maintain comprehensive knowledge of BSA, CIP, USA Patriot Act, and OFAC requirements and comply with related policies and procedures.

Responsibilities

Assist members with account transactions, inquiries, and education about lending and deposit opportunities.
Engage members as an initial point of contact and re-engage them over time to build loyalty and advisory relationships.
Analyze member needs and recommend appropriate financial solutions.
Educate members using basic financial planning tools.
Identify member needs and develop business opportunities through referrals and cross-selling Spero products and services, including self-service channel options.
Onboard members from account opening through the member lifecycle and help ensure future needs are met.
Make outbound calls to onboard and educate members who may not frequently visit the branch and promote current marketing campaigns.
Perform teller transactions and balance cash and checks.
Handle online member requests, including replies to online banking messages and webmail.
Process wires and account maintenance, and add shares or joint members to existing memberships.
Manage the lobby and schedule member appointments.
Handle IRA deposits and withdrawals, notary services, vault duties, and cash management.
Work with support departments and other member-serving channels, including TellerLink, to provide a frictionless member experience.
Maintain required knowledge and training on BSA, CIP, USA Patriot Act, OFAC, and AML policies and procedures; complete related training at least annually and report relevant unusual or suspicious activity.
Perform other job-related duties as assigned, which may include limited travel to other branches, community involvement, credit union events, and other service-related functions.