At Affinity Plus every employee understands how their work affects our members experience and we strive to provide an experience that can't be found anywhere else. Great service starts with great employees and that is why we focus on providing not only the best place our members will ever bank but the best place our employees will ever work. Between our one of a kind culture, incredible benefits, and work/life balance; we believe you will feel the Affinity Plus difference.
Position Summary
The Member Advisor plays a vital role in delivering an exceptional member experience by managing a wide range of transactions and inquiries—from simple to complex. This role requires strong knowledge of credit union products, policies, and procedures, along with the ability to understand member goals and provide guidance on products, services, and financial solutions that support financial well-being. A Member Advisor ensures operational integrity, supports fraud prevention and compliance, and fosters strong member relationships through proactive service, problem-solving, and trusted financial guidance. This position requires a high level of detail orientation, professionalism, and the ability to navigate confidential financial information.
Duties & Responsibilities
Member Transactions and Service
• Accurately and efficiently process member transactions, including deposits, withdrawals, payments, and cashier’s checks.
• Provide exceptional member service by responding to questions, resolving issues, and escalating concerns when appropriate.
• Gather, input, and validate wire transfer information.
• Generate and issue personal and business debit and credit cards.
• Troubleshoot and resolve debit/credit card issues, online/mobile banking concerns, and general account questions.
• Balance and maintain a zero variance personal cash drawer and verify checks received.
• Assist in balancing, maintaining, and troubleshooting TCRs, coin machines, and vault related functions.
Member Support and Education
• Act as a trusted advisor by understanding member goals, providing financial guidance, and recommending products, services, and financial solutions that supports overall financial well-being.
• Educate members on self service tools such as Remote Deposit Capture, ATMs, Online Banking, and Mobile Banking.
• Support members with maintenance needs, including address changes, name changes, account ownership updates, beneficiary additions/removals, sub account openings, and certificates of deposit.
• Actively listen to members to identify unusual activity, assess fraud risk, and maintain awareness of industry fraud trends.
• Educate members on fraud prevention, minimizing risk, and emerging fraud trends.
Compliance, Risk and Documentation
• Complete and file CTRs, SARs, and elder abuse reports as required.
• Complete required compliance and operational training by assigned deadlines.
• Assist with fraud detection, compliance issues, and escalations, partnering with other departments as needed.
• Maintain branch logs and assist with regular audits in accordance with policy.
Collaboration
• Provide referrals to internal business partners, including Investments, Retirement Services, Real Estate, Business Services, and others when appropriate.
• Collaborate with branch leadership and peers to contribute to department goals.
• Other duties as assigned.
Minimum Qualifications and Skills
Required Knowledge
• 2+ years of customer service or professional experience working directly with people; cash handling experience preferred.
• 1+ year of financial services experience preferred.
• Basic understanding of credit union products, services, and policies.
Qualifications and Skills
Decision Making/Problem Solving/Advising
• Ability to gather information, ask clarifying questions, to solve issues and make decisions within established policies and procedures.
• Ability to de escalate complex member interactions using professional communication.
• Strong problem solving skills with attention to detail.
Collaboration/Building Relationships
• Ability to work effectively in a team environment and contribute to shared goals.
• Ability to build positive relationships with members and peers by demonstrating professionalism, reliability, and responsiveness in daily interactions.
Accountability
• Ability to take accountability of responsibilities, commitments, and outcomes.
Communication
• Strong ability to communicate clearly, effectively and professionally.
Learning
• Willingness to learn new skills, processes, and technologies with support and training.
• Ability to seek feedback, ask questions, and apply new knowledge.
Adaptability
• Demonstrated ability to show resilience and adaptability in the face of challenges or changes.
Technology Experience
• Intermediate computer and technology skills and knowledge, with the ability to navigate between multiple systems with ease.
Other Skills
• Time Management skills and the ability to prioritize workload based on department and member needs.
• Ability to complete tasks with accuracy and thoroughness.
• Demonstrated reliability, integrity, and ability to maintain confidentiality.
Preferred
• 1+ financial service experience.
Physical Requirements
• Occasional speaking on camera and microphone use (drive thru).
• Regularly moves between sitting and standing positions during the workday, as determined by branch staffing and rotation assignments.
• Working at a computer 98% of the day, utilizing the phone 20%.
• Bending, twisting, kneeling, stooping, or crouching when appropriate, on occasion
• Repetitive movements, including but not limited to typing, using a mouse, phones, etc.
• Lift, carry, push or pull up to approximately 50 pounds
Requires face-to-face interaction and/or coordination of work with other employees and departments, and in-person interaction.
Travel requirements, if applicable
Occasional travel for training or meetings may be required.
Required Work Schedule
This is a full-time, 40 hours/week position. Shifts times may vary between 8 am-5:30 pm Monday-Friday and Saturday 8am-1:30 pm. Consistent and reliable attendance is a required essential function of this role to meet the needs of the department/team and organization.
Location
This position will be based at our Duluth, MN branch.
Compensation
In alignment with our commitment to pay transparency, we are providing a good-faith estimate of the pay range for this position. This range reflects what we anticipate offering a successful candidate based on factors such as the role’s responsibilities, required qualifications, and relevant experience. The actual starting pay may vary depending on the selected candidate’s skills, experience, and other qualifications.
This position has a starting pay range of $17.05 — $21.55 per hour.
Grow With Us
Your career and earning potential doesn’t stop at hire. Through regular development and performance reviews at 6, 12, 18, and 24 months, high-performing employees may be eligible for pay increases totaling up to 13.5% within the first two years.
Total Rewards
Affinity Plus offers a comprehensive Total Rewards package that goes beyond base pay. In partnership with the State of MN Employer Group, Affinity Plus provides low-cost medical, dental and vision insurance coverage options. Additionally, Affinity Plus frontloads all sick time hours and a portion of vacation hours for all new employees, offers a variety of paid leave options, a monthly wellness benefit, and immediate 401K matching up to 5%. Our Total Rewards philosophy is designed to support your well-being and growth while fostering a fair and inclusive workplace.
Disclaimer
Applicants may be subject to a background and credit check. Employees in this position must be able to satisfactorily perform the essential functions of the position. If requested, Affinity Plus Federal Credit Union will make every effort to provide reasonable accommodations to enable employees with disabilities to perform the position’s essential job duties. As markets change and the Organization grows, job descriptions may change over time as requirements and employee skill levels evolve. With this understanding, Affinity Plus Federal Credit Union retains the right to change or assign other duties to this position.
Application Deadline
Affinity Plus Federal Credit Union accepts applications on a rolling basis.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
