Member Advisor

Job Description

Job Description

GENERAL SUMMARY

Serve as a Member Advisor in the Credit Union Digital Branch. The primary responsibility is to provide excellent service by demonstrating the principals of SouthPoint Financial Credit Union and adhering to the vision of “ Empowering People to Enhance Lives ”. This position must also support and embody the core values of SouthPoint:

• Our Purpose is our Passion.  
• We Champion Fearless Grit.  
• It’s not about me, it’s about we.  

Responsible for assisting members in their financial well-being by telephone, chat, video and ITM in a fast-paced environment. Accountable to cross sell Credit Union products and services related to daily transactions, new accounts, consumer loans and mortgage products. This position serves as backup to the operational duties supporting growth within SouthPoint. Friendly, professional and personal service toward all SouthPoint Financial Credit Union members is mandatory.

ESSENTIAL FUNCTIONS

Member Service & Relationship Management

1. Answer incoming calls, chats, video, ITM, SMS, email, and other digital communications and provide first-call resolution.
2. Build long-lasting relationships through trust, understanding, and personalized service.
3. Act as the first line of response to resolve member questions, issues, and complaints; research, document, and escalate as appropriate to ensure member satisfaction.
4. Initiate outbound calls to existing and potential members to enhance relationships and identify cross-sell opportunities.

Account Servicing & Transactions (Digital)

1. Perform account servicing functions excluding cash and check deposits or cash withdrawals, including balance inquiries, internal and external transfers, member-to-member transfers, account closures, cashier’s check creation, stop payments, loan payments, loan payoffs, and fee reversals.
2. Complete account maintenance activities such as debit card creation, debit card limit adjustments, debit card activity review, funds hold status reviews, pending ACH activity inquiries, e-statement removals, and next-day fee reversals.
3. Process large-dollar wire callbacks and general service requests.

Lending & Application Support

1. Initiate and process consumer, Ready Reserve, and real estate loan applications through digital platforms.
2. Interview loan applicants and support underwriting for consumer loans within established guidelines.
3. Enter real estate loan applications, set appointments, prepare required documentation, and disburse funds using discretion and established procedures.
4. Prepare loan payoff statements for members, insurance companies, and external lenders.
5. Research applications to align members with the appropriate lender or employee.
6. Support skip payment requests and website-submitted loan applications.

Digital Account Opening & Business Services

1. Initiate digital account applications and monitor applications requiring manual review.
2. Support business account services, including Health Savings Accounts (HSA), contributions, distributions, transfers, and related research.

Digital Banking & Technology Support

1. Serve as frontline support for online and mobile banking services, including registration queues, account holds, username and password changes, multi-factor authentication maintenance, and activity research.
2. Provide research and basic troubleshooting for digital services such as Zelle, Bill Pay, ITMs, and related platforms for both members and internal staff.
3. Be proficient in electronic services used by members and staff, serving as the first line of defense for internal and external troubleshooting.

Documentation, Research & Compliance

1. Perform account, statement, notice, historical document, and check image research using multiple internal systems.
2. Send documents for digital signature using DocuSign and research access or signature issues.
3. Verify member identity, review and correct ITM deposit checks, and support debit card mailings without PINs.
4. Abide by all Bank Secrecy Act (BSA) responsibilities applicable to this role.
5. Perform other duties as assigned.

ADDITIONAL FUNCTIONS

1. Perform clerical support duties as necessary.
2. Assist with various marketing activities.
3. Abide by all Bank Secrecy Act responsibilities for this job role.

SKILLS AND COMPETENCIES

1. Excellent communication and customer service skills and display a professional image.
2. Professional, well-developed interpersonal skills are essential for serving members and projecting a positive image as a representative of the Credit Union.
3. Highly organized, self-motivated and self-managed.
4. Excellent analytical and decision-making skills, attention to detail, accuracy and thoroughness.
5. Able to work under pressure, to process multiple tasks concurrently with a high degree of accuracy, and able to interact and maintain a positive attitude under challenging circumstances.
6. Demonstrated ability to solicit business and enhance member relationships through outbound member contact.
7. Act as a team player with maturity, confidentiality and adaptability, including willing to adapt to changing job requirements/hours.

JOB SPECIFICATIONS

1. Requires completion of high school education.
2. Experience in a lending and retail office of a credit union or financial institution or related work experience preferred. Experience in loan interviewing/processing preferred.
3. Credit Union/banking or call center experience preferred.
4. Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.).

Physical Requirements 

Never

Occasionally

.25-2.5 hrs daily

Frequently

2.5-5.5 hrs daily

Continuously

5.5-8 hrs daily

Never

Occasionally

.25-2.5 hrs daily

Frequently

2.5-5.5 hrs daily

Continuously

5.5-8 hrs daily

Sit

Walk

Stand

Drive

Lift/Carry

Indicate Amount/Frequency Below

Reach Above

0-10 lbs

Bend/Stoop

10-20 lbs

Use Hands for

Indicate Amount/Frequency Below

20-50 lbs