Member Experience Consultant I

BLACK HILLS FEDERAL CREDIT UNION•Rapid City, SD

3d•Onsite

About The Position

Black Hills Federal Credit Union is hiring a Member Experience Consultant I for its Elk Vale Branch in Rapid City, South Dakota. The role provides lending and member service while encouraging and educating members about interactive teller machines (ITMs) and other credit union products and services. The position serves members through teller transactions, account services, consumer loan applications and follow-up, and referrals. It also supports account accuracy, member relationships, and production goals. The employer provides onboarding, orientation, and ongoing training to support employees’ development.

Requirements

Two-year college-level language, math, and reasoning skills, or equivalent experience.
Zero to two years of relevant experience preferred.
Meet the essential job duties and responsibilities, job knowledge, and qualifications for the Member Experience Consultant I level.
Supplement formal training with continuing education.
Knowledge of laws and regulations affecting teller, member service, and lending transactions; relevant general ledger accounts; credit union products and services; organizational policies and procedures; and the credit union’s service philosophy.
Knowledge of safety and security programs, including information security, alarms, robberies, bomb threats, and extortion.
Knowledge of the credit union’s in-house computer system, internet, relevant software, opening and closing procedures, and delivery of the ENGAGE model.
Ability to understand and follow complex written and verbal instructions and communicate that knowledge clearly to others.
Ability to operate multiple monitors and software systems simultaneously while maintaining member service.
Ability to communicate clearly and concisely, orally and in writing, and interact positively with coworkers, management, members, and the public.
Ability to prepare and maintain confidential records and reports; produce accurate, complete, high-quality work in a timely manner; prioritize and handle multiple tasks; and analyze out-of-balance situations, statistics, and financial data.
Ability to gather and interpret facts, develop solutions, follow standardized guidelines, exercise initiative, and use a rational and organized approach to tasks.
Ability to work flexible hours and extended hours when required or requested by management, and maintain regular, reliable, and timely attendance.
Ability to stand for prolonged periods at a teller window and occasionally carry bags of coin or other items weighing up to 30 pounds.
Ability to complete paperwork, perform computer-related input, communicate verbally and in writing, and handle cash and verify financial transactions.
Ability to routinely perform computer work for an average of 6–8 hours per day and operate routine office equipment.
Ability to climb and descend stairs in an emergency.

Nice To Haves

Zero to two years of relevant experience is preferred.

Responsibilities

Welcome members to the branch, guide them to ITMs when appropriate, and educate them on using the machines.
Perform teller transactions, including change orders and business deposits, when appropriate.
Complete member service tasks such as opening consumer and youth memberships, maintaining accounts, supporting online banking, processing PIN requests, handling quick draw loans and wire transfers, providing notary services, ordering checks, updating contact information, opening certificates and sub-share accounts, changing account types, funding personal and auto loans, and closing memberships.
Provide information and take applications for consumer loans, including auto and recreational vehicle loans, personal loans, credit cards, and secured loans, in accordance with credit union procedures and policies.
Follow up on pending loan applications and maintain loan information and follow-up documentation.
Assist members with loan payment issues and CPI issues; obtain clear title to collateral and address title and CPI matters.
Keep current on legal, regulatory, economic, competitive, and technology changes that may affect teller, member service, and lending functions.
Educate members about BHFCU products and services, cross-sell when applicable using the ENGAGE model, and make referrals when appropriate.
Meet applicable production expectations and Tier I production goals.
Maintain account accuracy by working on reports, workflows, and projects as requested.
When applicable, ask members to bring accounts positive and maintain minimum balance requirements, and request payment on delinquent loans or over-limit credit card balances.
Provide coverage at other branches, in the contact center, or through other channels as needed.
Build relationships with local businesses and community organizations under the direction of the Branch Manager or Market VP.
Perform other duties as assigned.