Member Advisor - Contact Center

GENERAL SUMMARY

Serves 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 to assist members in their financial well-being by telephone or other delivery channels. 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

1. Answer incoming calls and electronic communications (e-mail and webchat) and providing first call resolution.
2. 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.
3. 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.
4. Create long lasting relationships through building trust and understanding with our members.
5. Advise on products and services to meet members’ needs that are offered by the Credit Union.
6. Processing transactions including but not limited to account transfers, loan payments, account research and balance inquiries, assisting with electronic services issues, initiating loan applications.
7. 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.
8. Input, update, and process account information as necessary.
9. Interview loan applicants and objectively support underwriting consumer loan applications.
10. 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.
11. 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.
12. Follow-up with members to enhance relationships and engage in additional cross-sell opportunities to build relationships and loyalty.
13. Initiate outbound calls to potential and existing members. Assist in identifying potential outbound opportunities.
14. Keep member loyalty top of mind by continuously looking at the members needs and trying to fulfill those needs by using sales skills set forth by SouthPoint.
15. 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 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

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

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.