Member Advisor

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Full-time Regular North Mankato, MN, US

Salary Range: $16.63 To $26.45 Hourly

Serve as a Member Advisor in the Credit Union Digital Branch. The primary responsibility is to provide excellent service by demonstrating the principals of South Point 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 South Point:

• 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 South Point. Friendly, professional and personal service toward all South Point Financial Credit Union members is mandatory.

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

• Pe…