Member Experience Consultant I

BLACK HILLS FEDERAL CREDIT UNION•Billings, MT

8d•Onsite

About The Position

The Member Experience Consultant I provides lending and member service at Black Hills Federal Credit Union (BHFCU), welcomes members to the branch, and encourages and educates them on using interactive teller machines (ITMs) and other credit union products and services. The position performs teller and account-service transactions, supports consumer loan applications and follow-up, resolves member loan-payment and collateral-title issues, and promotes BHFCU products using the ENGAGE model. The role also maintains account accuracy, supports delinquent or overdrawn accounts, and may provide coverage at other branches, in the contact center, or through other service channels. The position is based at the Billings - Shiloh Branch in Billings, Montana. It involves extensive member contact in a structured, closely supervised, fast-paced work environment and may include occasional travel to other branches or community events.

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 job qualifications for the position.
Supplement formal training with continuing education.
Understand and follow complex written and verbal instructions and explain information clearly to others.
Operate multiple monitors and software systems simultaneously while maintaining member service.
Communicate clearly and concisely, orally and in writing.
Interact positively with coworkers, management, members, vendors, and the public; maintain a positive, professional manner under pressure.
Prepare and maintain confidential records and reports; exercise discretion with confidential matters.
Produce accurate, complete, high-quality work in a timely manner; prioritize and handle multiple tasks.
Analyze out-of-balance situations, statistics, and financial data; gather and interpret facts and develop solutions.
Work within standardized guidelines while exercising initiative to resolve problems, including unusual circumstances.
Use a rational, organized approach to work.
Communicate verbally and in writing and complete necessary paperwork; perform computer-related input.
Remain standing for prolonged periods when staffing the teller window and occasionally carry bags of coin or other items weighing up to 30 pounds.
Work flexible hours; maintain regular, reliable, and timely attendance and work extended hours when required or requested by management.
Perform basic mathematical calculations with extreme accuracy and handle deadlines, changing priorities, and a fast pace with composure.
Perform routine computer work for an average of 6–8 hours per day and operate routine office equipment.
Perform primarily sedentary work with limited physical exertion; occasionally lift up to 5 pounds and be able to climb or descend stairs in an emergency.
Work indoors in a climate-controlled shared work area with moderate noise and function effectively independently or as part of a team.

Nice To Haves

Relevant experience of zero to two years is preferred.

Responsibilities

Welcome members to the branch, guide them to ITMs when appropriate, and educate them on using the machines.
Perform teller transactions when appropriate, including change orders and business deposits.
Complete daily member-service tasks, including opening consumer and youth memberships; account maintenance; credit card applications; online banking assistance; instant-issue and member-selected PIN requests; quick draw loans; wire transfers; notary services; check orders; address and phone updates; opening certificates and sub-share accounts; account-type changes; 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 and maintain the pending loan queue, loan information, and follow-up documentation.
Assist members with loan-payment issues and CPI issues; obtain clear title to collateral and handle title and CPI matters knowledgeably.
Stay current on legal, regulatory, economic, competitive, and technology changes that may affect teller, member-service, and lending functions.
Educate and inform members about BHFCU products and services, cross-sell when applicable using the ENGAGE model, and make referrals when appropriate.
Meet applicable Tier I production goals and performance expectations.
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 payments on delinquent loans or over-limit credit-card balances.
Provide coverage at other branch locations, 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.