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

Answer incoming calls, chats, videos, ITM and email communications and provide first call resolution. 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. Advise on products and services offered by the Credit Union to meet members' needs. Create long lasting relationships through building trust and understanding with our members. Processing transactions including but not limited to account transfers, loan payments, and wires. Performing account research, balance inquiries, card research, online and mobile research. Be proficient in the electronic services that members and staff use daily to be the first line of defense for internal and external troubleshooting and support. Be the first line of response to resolve member issues, questions and complaints. Research, investigate, and document member problems or complaints and/or direct these matters through proper channels when appropriate to ensure follow-up to achieve member satisfaction. Input, update, and process account information as necessary. Initiating and processing account and loan applications. Interview loan applicants and objectively support underwriting consumer loan applications. Input real estate loan applications in a timely manner, set appointments, complete necessary loan documents and disburse funds using discretion in accordance with established guidelines and procedures. Review member financial data, including credit reports, to identify and assist and educate members with selecting the products and services that best meet their needs and recommend other complimentary services to enhance member's financial well-being to support member and credit union growth. Follow-up with members to enhance relationships and engage in additional cross-sell opportunities to build relationships and loyalty. Initiate outbound calls to potential and existing members. Assist in identifying potential outbound opportunities. Strive to improve the member experience through each interaction, by creating long lasting relationships taking the time to understand the unique member to be their trusted advisors. 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

Sitting 90-95% and standing 5-10%. Working at a computer 90% of the day. Occasional lifting up to ten lbs.

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 Dental 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 Logo Wear Benefit 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.