Member Advisor

Southpoint Financial Credit Union; North Mankato (MN); On-site; USD 22,000 - 36,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

Life and AD&D Insurance

401k and 401k Matching

Paid Time Off

13 Paid Holidays

Long-Term Disability Insurance

Student Loan Debt Assistance

Pet Insurance

Employee Assistance Program (EAP)

Job summary

SouthPoint Financial Credit Union is seeking a full-time Member Advisor in North Mankato, MN to deliver exceptional service across phone, chat, video, and ITM channels. You will assist members with daily transactions, new accounts, loans, and mortgage-related needs within a fast-paced digital branch environment.

The role emphasizes building trusted relationships, resolving questions, and promoting a wide range of credit union products.

Qualifications

• Excellent communication and customer service skills.
• Professional, well-developed interpersonal skills for serving members.
• Highly organized, self-motivated and self-managed.
• Excellent analytical and decision‑making skills, attention to detail.

Responsibilities

• Answer incoming calls, chats, video, ITM, SMS, email, and other digital communications and provide first-call resolution.
• Build long-lasting relationships through trust, understanding, and personalized service.
• Act as the first line of response to resolve member questions, issues, and complaints; research, document, and elevate as appropriate to ensure member satisfaction.
• Initiate outbound calls to existing and potential members to enhance relationships and identify cross-sell opportunities.
• Perform account servicing functions excluding cash and check deposits, including balance inquiries and transfers.
• Process large-dollar wire callbacks and general service requests.
• Initiate and process consumer, Ready Reserve, and real estate loan applications through digital platforms.
• Provide frontline support for online and mobile banking services and related platforms.

Skills

Communication

Customer service

Professional image

Organization

Analytical thinking

Team player

Adaptability

Education

High school diploma

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full-time Regular North Mankato, MN, US

Salary Range: $16.63 To $26.45 Hourly

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

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

Account Servicing & Transactions (Digital)

• 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.
• 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.
• Process large-dollar wire callbacks and general service requests.

Lending & Application Support

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

Digital Account Opening & Business Services

• Initiate digital account applications and monitor applications requiring manual review.
• Support business account services, including Health Savings Accounts (HSA), contributions, distributions, transfers, and related research.
• 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.
• Provide research and basic troubleshooting for digital services such as Zelle, Bill Pay, ITMs, and related platforms for both members and internal staff.
• 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

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

ADDITIONAL FUNCTIONS

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

SKILLS AND COMPETENCIES

• Excellent communication and customer service skills and display a professional image.
• Professional, well-developed interpersonal skills are essential for serving members and projecting a positive image as a representative of the Credit Union.
• Highly organized, self‑motivated and self‑managed.
• Excellent analytical and decision‑making skills, attention to detail, accuracy and thoroughness.
• 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.
• Demonstrated ability to solicit business and enhance member relationships through outbound member contact.
• Act as a team player with maturity, confidentiality and adaptability, including willing to adapt to changing job requirements/hours.

JOB SPECIFICATIONS

• Requires completion of high school education.
• 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.
• Credit Union/banking or call center experience preferred.
• Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.).

Physical Requirements

Never

Occasionally

Frequently

Never

Occasionally

Frequently

Sit

Walk

Stand

Drive

Lift/Carry

Indicate Amount/Frequency Below

0-10 lbs

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:

• Medical Insurance
• Vision Insurance
• Life and AD&D Insurance
• Health Savings Account / Flexible Spending Account
• 401k and 401k Matching
• Paid Time Off
• 13 Paid Holidays
• Long-Term Disability Insurance
• Student Loan Debt Assistance
• Pet Insurance
• Employee Assistance Program (EAP)

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.