Member Experience Consultant I

BLACK HILLS FEDERAL CREDIT UNION•Rapid City, SD

3d•Onsite

About The Position

The Member Experience Consultant I (MXC I) provides consultative financial services to improve members’ financial well-being through relationship development, financial education, account servicing, and lending solutions. The role identifies members’ financial needs, recommends appropriate products and services, delivers personalized solutions, and supports branch success through exceptional service. MXC I maintains proficiency in Member Service Representative responsibilities and works toward established lending and production goals while following Credit Union policies, procedures, and regulatory requirements. The position opens and services memberships and consumer deposit accounts, certificates, and share accounts; handles account maintenance and servicing requests; assists members with digital banking; and provides consumer lending application, processing, funding, and servicing support. It builds relationships by educating members about Credit Union products and tools, identifying needs through the ENGAGE Plus model, and generating referrals. The role also assists concierge and teller functions during busy periods. The job requires the ability to work flexible hours and a rotating schedule, potentially with varying start times. Occasional travel to other BHFCU branches or community events may be required, and the employee may work at alternate branches as needed. Work is primarily sedentary, indoors in a climate-controlled shared work area with moderate noise, and involves computer work averaging six to eight hours per day. Limited physical exertion and occasional lifting of up to five pounds are required. The employee must be able to work extended hours when required or requested by management.

Requirements

Two-year college level of language, math, and reasoning skills or equivalent experience.
Zero to two years of relevant experience preferred.
Knowledge of deposit account regulations and account ownership structures.
Ability to independently manage member account relationships.
Strong member service and communication skills.
Cash-handling accuracy.
Ability to identify referral opportunities.
Proficiency with computers and member service systems.
Ability to multitask in a fast-paced environment.
Ability to establish positive relationships with members and coworkers.
Ability to work flexible hours and a rotating schedule, potentially with varying start times.
Ability to communicate verbally and in writing with staff, members, and vendors.
Ability to perform computer-related input and review documents effectively.
Ability to work extended hours whenever required or requested by management.
Ability to maintain regular, reliable, and timely attendance.
Ability to work primarily sedentary duties, routinely use a computer for an average of six to eight hours per day, and occasionally lift up to five pounds.
Ability to travel occasionally to other branch locations or community events and work at alternate branches as needed.

Nice To Haves

Zero to two years of relevant experience is preferred.
Continuing education supplemented to formal training.

Responsibilities

Open and service memberships, consumer deposit accounts, certificates, and share accounts.
Process account maintenance and servicing requests, including debit card and PIN maintenance, wire transfers, notary services, check orders, and membership or account closures.
Assist members with online and mobile banking services and digital banking tools, and resolve routine member service concerns.
Take, process, and fund consumer loan applications while maintaining loan documentation and follow-up requirements.
Assist members with loan servicing inquiries and lending-related solutions.
Build and maintain member relationships by educating members about Credit Union products, services, and self-service tools; use the ENGAGE Plus model to identify needs and recommend appropriate solutions; and generate referrals to achieve production goals.
Support concierge and teller functions during periods of high member traffic.
Achieve established lending and production goals.
Ensure compliance with Credit Union policies, procedures, and regulatory requirements.
Participate in branch meetings and training.
Support community and branch initiatives.
Perform other duties as assigned.