Member Solutions Advisor

Member Solutions Advisor

Position Purpose and Objectives: The Member Solutions Advisor (MSA) is responsible for guiding marketing-generated leads through the application stage for key CUTX products, including auto loans, mortgages, HELOCs, and deposit accounts.

Fully integrated within the Marketing team, MSAs serve as the primary point of contact for prospects responding to campaigns. Their role is to quickly engage, qualify, and assist members in completing applications, then seamlessly hand off underwriting and ongoing service to the appropriate internal teams.

This role is consultative and outcomes-driven, focused on conversion, responsiveness, and delivering a strong first experience with CUTX.

Major Duties and Essential Functions:

• Engage and respond to marketing-generated leads across auto, mortgage, HELOC, and deposit products using phone, email, and text
• Own the lead-to-application process, guiding prospects through needs discovery and application completion
• Ensure applications are accurate, complete, and ready for underwriting or fulfillment prior to handoff
• Manage a daily pipeline of active leads and in-progress applications, maintaining clear priorities and timely follow-up
• Execute outbound outreach tied to specific marketing campaigns, journeys, and re-engagement efforts
• Represent CUTX's brand, value proposition, and campaign messaging consistently across all member interactions
• Provide clean, well-documented handoffs of completed applications to lending, deposit, and servicing teams
• Maintain accurate records, notes, and status updates within CRM and marketing systems
• Identify and refer additional opportunities to internal partners when appropriate, without owning underwriting or post-application servicing
• Share feedback with Marketing on lead quality, campaign effectiveness, and member insights to support continuous improvement
• Adhere to CUTX policies, procedures, quality standards, and all applicable regulatory and compliance requirements
• Deliver a strong, professional first experience that builds trust and sets the foundation for long-term member relationships

Education and Experience: High School diploma or equivalency and at least two (2) years Credit Union experience, automotive industry, home lending, F&I and/or sales experience. Stable career with previous employers. Must be customer oriented, self-motivated team player with effective communication skills. Must be computer literate and able to type a minimum of 30 wpm. Ability to speak Spanish is a plus. Experience in a consumer lending role, or other sales-related experience. Must have a proven track-record of setting and meeting/exceeding personal and departmental sales goals. Salesforce experience a plus.

Physical Activities and Requirements of this Position:

• Finger Dexterity - Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
• Grasping - Using fingers and palm on an object.
• Talking - Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Repetitive Motions - Movements frequently and regularly required using the wrists, hands, and/or fingers.
• Average Hearing - Able to hear average or normal conversations and receive ordinary information.
• Average Visual Abilities - Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.
• Sedentary Work - Sitting part of the time. Exerts up to 10 lbs. of force occasionally.

Working Conditions of this Position:

• Few. No hazardous or significantly unpleasant conditions except during construction wearing a hard hat is required.

Mental Activities and Requirements of this Position:

• Reasoning Ability: The ability to use common sense or logic.
• Detailed - Ability to apply common sense understanding to carry out detailed instructions and to deal with problems involving many variables.
• Mathematical Ability: Basic - Ability to perform basic math skills including adding, subtracting, multiplying, and dividing two digit numbers; operations with units such as inch, foot, yard; ounce, pound (or their metric counterparts), and square footage; ability to understand appraisals, compute rent rates and lease expiration times.
• Language Ability: Typical - Ability to use passive vocabulary of 5,000-6,000 words; read at a moderate rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation. Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs. Ability to communicate in complex sentences, using normal word order with present and past tenses and good vocabulary. Ability to read, analyze and interpret general business periodicals, professional journals, correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, guests, vendors and the general public.

Compliance requirement The responsibilities contained within this job description remain compliant with Bank Secrecy Act / Anti-Money Laundering, Office of Foreign Assets Control and USA PATRIOT Act as they apply to the duties of the position

Disclaimer The information in this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job, which may vary on the department or the assignment. The actual essential duties, responsibilities and qualifications may vary by department, reporting structure and other business needs. No inference should be drawn that a specific job duty, responsibility or qualification is non-essential by its absence from this description.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.