Branch Concierge

BLACK HILLS FEDERAL CREDIT UNION•Hot Springs, SD

31d•Hybrid

About The Position

The Branch Concierge serves as the first point of contact for members, delivering exceptional service through personalized interactions, efficient transaction processing, and proactive support. Acting as a branch concierge, the Branch Concierge assesses member needs, promotes digital and self-service solutions, and connects members with appropriate resources. The Branch Concierge position performs teller and operational functions, maintains cash accountability, assists with routine account servicing, supports branch operations, and ensures compliance with Credit Union policies and regulatory requirements while contributing to operational excellence, enhancing member loyalty and engagement.

Requirements

Basic knowledge of Credit Union products, services, and member service practices.
Knowledge of teller operations, cash handling procedures, balancing practices, and routine account servicing activities.
Knowledge of laws and regulations affecting teller transactions and member account servicing.
Knowledge of Credit Union software systems, digital banking services, ITMs, self-service technologies, Salesforce, Microsoft Office applications, and other member-facing and branch technologies used to support member service and operations.
Knowledge of branch security procedures, operational controls, opening and closing procedures, regulatory compliance requirements, and safety and security programs to include but not limited to information security, alarms, robberies, bomb threats and extortion.
Ability to communicate effectively, establish positive relationships with members and coworkers, and understand, follow, and clearly convey moderately complex written and verbal instructions.
Ability to utilize computers, member service systems, digital banking technology, multiple monitors, and other member-facing systems simultaneously without negatively impacting member service.
Ability to maintain accuracy and attention to detail in cash handling, transaction processing, and the timely handling of a high volume of member transactions and requests.
Ability to prioritize work, adapt to changing priorities, and handle multiple tasks simultaneously in a fast-paced environment.
Ability to analyze account discrepancies and financial data, develop appropriate solutions, and identify opportunities to recommend products, services, and referrals that meet member needs.
Demonstrated proficiency in needs-based conversations, asking thoughtful questions to uncover opportunities and connect members with appropriate financial products and services.
High school diploma or equivalent language, math, and reasoning skills required.
Formal training should be supplemented with ongoing education and professional development.
Zero to two years or more years of financial institution, direct customer service, cash handling, or related experience preferred.

Responsibilities

Serve as a branch concierge by welcoming members, creating a positive first impression, assessing financial and service needs, managing lobby flow, and directing members to the appropriate service channels, team members, or resources.
Deliver exceptional member service in person and by telephone using the ENGAGE Plus sales and service philosophy to build relationships, identify needs, resolve concerns, improve financial well-being, and recommend appropriate Credit Union products and services.
Educate members on Credit Union products, services, digital banking tools, Interactive Teller Machines (ITMs), and self-service technologies, providing guidance and support to increase member confidence and adoption.
Assist members with online and mobile banking services and digital banking tools and resolve routine member service concerns.
Process member transactions, maintain accountability for assigned cash and negotiable instruments, complete balancing functions, perform vault management and cash control duties as assigned, and provide routine account servicing, including safe deposit box access, in accordance with established procedures
Research account information, resolve discrepancies, assist with member and staff inquiries, and maintain account accuracy through reports, workflows, operational reviews, and assigned projects.
Support branch operations and workflow by completing operational tasks, monitoring and addressing overdrawn accounts and delinquent obligations as appropriate, and contributing to overall branch efficiency and service delivery.
Assess member lending needs and connect members with the appropriate Member Experience Consultant for loan products, guidance, and application support.
Maintain knowledge of regulatory, operational, and technology changes affecting member transactions and ensure compliance with all applicable Credit Union policies, procedures, security requirements, and regulatory standards.
Open and service memberships, consumer deposit accounts, certificates, and share accounts.
Process wire transfer transactions, investigate and resolve routine fraud disputes, and prepare and file recurring operational and regulatory reports while ensuring accuracy, compliance, and timely completion.
Apply in-depth knowledge of deposit products, account ownership types, and applicable regulatory requirements to support account opening, maintenance, and member service activities.
Maintain member account relationships by serving as a primary point of contact, addressing account needs, resolving issues, identifying opportunities for additional services, and delivering a high level of personalized member support.
Participate in branch meetings, training programs, and professional development activities to maintain knowledge and support individual and team performance.
Process account maintenance and servicing requests, including debit card and PIN maintenance, wire transfers, notary services, check orders, and membership or account closures.
Support branch, Credit Union, and community initiatives that strengthen member relationships and promote organizational goals.
Assist with special projects and branch operational initiatives as assigned.
Perform other duties as assigned.