Member Advisor

Job Description

Job Description

GENERAL SUMMARY

Serves as a Member Advisor in the Credit Union branch setting while delivering a seamless digital and in-person member experience. 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.

The Member Advisor is responsible for assisting members with their financial well-being through needs based sales and digital banking education. This includes uncovering and offering products and services that meet the immediate and future needs of our members, supporting adoption of online banking, mobile banking, digital payments, and self-service tools, and developing meaningful relationships through referrals and external outreach. Accountable to cross-sell Credit Union products and services related to daily transactions, new accounts and consumer loans. Friendly, professional and personal service toward all SouthPoint Financial Credit Union members is mandatory.

ESSENTIAL FUNCTIONS

1. Greeting and welcoming current and non-members into the branch, as well as our drive thru areas.
2. Create long lasting relationships through building trust and understanding with our members.
3. Strive to improve the member experience through each interaction, to give back to our members and our communities and to help our members and team mates to be successful.
4. Adhere to and uphold the Credit Union’s core vision and mission in supporting the organizations efforts in promoting a culture of doing the right things, for the right reasons.
5. Review financial data and member credit files and recommend consumer loan and credit solutions that are available to the member.
6. Advise on products and services to meet members’ needs that are offered by the Credit Union.
7. Open new accounts, perform account inquiries and transactions, create instant issue debit cards, and assist members with loan inquiries, online banking, mobile banking, digital wallets, remote deposit capture, and other digital service and referral opportunities.
8. Work with members on budgeting and financial goals to ensure financial success and seek opportunities to improve the member experience by demonstrating efficient and effective ways to complete banking needs through both branch and digital channels.
9. Educate and guide members on digital tools and self-service options, including enrollment, troubleshooting basic access issues, and promoting secure usage of online and mobile banking features.
10. Resolve member issues, questions and complaints. Research, investigate, and document member problems or complaints and/or direct these matters through proper channels to ensure follow-up to achieve member satisfaction.
11. Abide by all Bank Secrecy Act responsibilities for this job role.
12. Perform other duties as assigned.

SKILLS AND COMPETENCIES

1. Excellent communication and customer service skills and display a professional image, with a demonstrated ability to build open and honest relationships across in-person, phone, and digital interactions.
2. Professional, well-developed interpersonal skills essential for serving members and projecting a positive image as a representative of the Credit Union.
3. Highly organized, self-motivated and self-managed, including setting personal goals.
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. Comfortable using and learning digital banking platforms, branch technology, and multiple systems simultaneously, with the ability to confidently educate members on digital tools.
8. Act as a team player with maturity, confidentiality and adaptability, including being highly flexible and willing to adapt to changing job requirements/hours.

JOB SPECIFICATIONS

1. High school diploma or GED required, Associates Degree or equivalent preferred.
2. 2-3 years of customer service experience, with 1-2 years of lending preferred.
3. Professional and effective communication skills.
4. Effective time management and critical thinking skills.
5. Intermediate computer and digital banking technology skills (able to utilize multiple systems simultaneously and support members with digital banking tools and services).

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

Pushing/Pulling

50-100 lbs

Fine Manipulation

Over 100 lbs

Stress Level

Low: Moderate: High: Very High:

BENEFITS

At SouthPoint, we value our employees and strive to provide a comprehensive benefits package to support your well-being. Benefits include:

• 401k and 401k Matching
• ESST
• Paid Holidays
• Logo Wear Benefit

DISCLAIMER

The above information on this description has been designed to indicate the general nature and level of work performed by employees in 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.