Member Experience Consultant I

BLACK HILLS FEDERAL CREDIT UNION•Rapid City, SD

8d•Onsite

About The Position

The Member Experience Consultant I provides lending and member service at the 5th & MN Branch in Rapid City, South Dakota. The role welcomes members, helps them use interactive teller machines (ITMs), performs teller transactions when appropriate, and educates members about credit union products and services. It handles a broad range of account-service requests and consumer loan applications, follows up on pending loans, and helps members resolve loan payment and collateral-title or CPI issues. The consultant uses the ENGAGE model to inform members, cross-sell products, and make referrals, while meeting Tier I production goals. The position also maintains accurate accounts and records, supports branch operations, and may provide coverage at other branches, in the contact center, or through other channels. It involves extensive ongoing member contact in a structured, supervised, fast-paced environment, with occasional travel to branch locations or community events. The work is primarily desk-based and indoors in a climate-controlled shared work area, but may include standing at a teller window and occasional lifting. The role requires reliable attendance, attention to detail, confidentiality, and the ability to manage competing priorities while providing courteous service.

Requirements

Two-year college-level language, math, and reasoning skills, or equivalent experience.
Meets the essential duties and responsibilities, job knowledge, and qualifications for the role.
Ability to understand complex written and verbal instructions and explain information clearly to others.
Ability to operate multiple monitors and software systems simultaneously while maintaining member service.
Clear and concise verbal and written communication skills.
Ability to work positively with coworkers, management, members, and the public, including under pressure.
Ability to prepare and maintain confidential records and reports and exercise discretion with confidential matters.
Ability to produce accurate, complete, high-quality work in a timely manner and prioritize and manage multiple tasks.
Ability to analyze out-of-balance situations, statistics, and financial data; gather and interpret facts; and develop solutions.
Ability to follow standardized guidelines while taking initiative and making decisions to resolve problems, including unusual circumstances.
Knowledge of laws and regulations affecting teller, member-service, and lending transactions; relevant general ledger accounts; credit union products and services; organizational policies and service philosophy; and safety and security procedures.
Knowledge of the credit union’s computer system, internet, relevant software, ENGAGE model, and opening and closing procedures.
Ability to work flexible hours and extended hours when required or requested by management.
Ability to stand at a teller window for prolonged periods and occasionally carry bags of coin or other items weighing up to 30 pounds.
Ability to perform primarily sedentary work, routinely use a computer for an average of 6–8 hours per day, operate routine office equipment, and occasionally lift up to 5 pounds.
Ability to climb or descend stairs in an emergency and maintain regular, reliable, timely attendance.
Ability to perform basic mathematical calculations accurately and handle changing priorities, deadlines, and a fast pace with composure.

Nice To Haves

Zero to two years of relevant experience preferred.
Formal training supplemented with continuing education.

Responsibilities

Welcome members to the branch and direct them to ITMs when appropriate; educate them on ITM use.
Perform teller transactions when appropriate, including change orders and business deposits.
Complete member-service tasks such as opening consumer and youth memberships, maintaining accounts, processing credit card applications, assisting with online banking, handling instant-issue and PIN requests, processing 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, recreational vehicle, personal, credit card, and secured loans, in accordance with credit union policies and procedures.
Follow up on and maintain the pending loan queue, loan information, and supporting documentation.
Assist members with loan payment issues and CPI issues; obtain clear title to collateral and address title and CPI matters.
Educate members about BHFCU products and services, cross-sell when applicable using the ENGAGE model, and make appropriate referrals.
Meet Tier I production goals and other applicable production expectations.
Maintain account accuracy by working reports, workflows, and projects as requested.
When applicable, ask members to bring accounts positive, maintain minimum balances, and make 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.
Remain current on legal, regulatory, economic, competitive, and technology changes affecting teller, member-service, and lending functions.
Perform other duties as assigned.