Member Services Representative I

Who We Are

We have the fundamental belief that we, as an organization, can and will improve lives. Rooted in the centuries-old credit union philosophy of people helping people, we maintain a simple premise. Those we interact with will receive equal and just treatment, devoid of intolerance, false judgment, racism, or discrimination of any kind. We must not accept less if we are to fulfill our mission, "We Improve Lives." This mission empowers us to serve the greater good and to make a difference in our world. Our cooperative structure creates a cycle of mutual assistance towards the common goal of the financial well-being of members.

At Black Hills Federal Credit Union (BHFCU), we’re committed to improving the lives of our members every day, and we look for people who share that passion. Don’t have a ton of financial industry experience? No problem. Our onboarding includes an orientation program with ongoing training to help staff further their career at BHFCU by building on their existing strengths.

General Purpose: Provide multiple services to members via Contact Center channels in the areas of member services, teller transactions, and digital support.

Essential Duties/Responsibilities

• Assist members by telephone, online chat, or text; determine nature of the member's business and whether to transact the member's request or refer the member to the proper staff person.
• Provide support to members regarding digital services to include online banking, mobile app, online bill pay, account to account transfers, and other digital services.
• Responsible for providing information, processing membership applications, performing account maintenance, researching transactional inquiries, and other member service-related functions following Credit Union procedures and policies.
• Assist members with loan payment issues, ACH setup and maintenance.
• Perform other member service and teller functions on a daily basis as needed.
• Assist with lending maintenance functions for existing loans and provide necessary support with related inquiries from members.
• Educate and inform members of all BHFCU products and services, and cross-sell when applicable using the ENGAGE model. Make referrals when appropriate.
• Performance to meet Tier I Contact Center MSR production guidelines.

Other Duties/Responsibilities

• Maintain account accuracy by working various reports, workflows, and projects as requested.
• Remain current on changes within the legal, regulatory, economic, competitive, and technology environments that may affect the Member Service function.
• Perform other duties as may be assigned.

Job Knowledge

• Working knowledge and delivery of the ENGAGE model.
• Working knowledge of laws and regulations affecting member service transactions.
• Working knowledge of the credit union's products and services.
• Working knowledge of organization's policies/procedures and credit union's service philosophy.
• Working knowledge of safety and security programs to include but not limited to information security, alarms, robberies, bomb threats and extortion.
• Working knowledge of credit union's in-house computer system, Internet, and any other software programs.
• Working knowledge of general ledger accounts pertinent to the department.
• Working knowledge of opening and closing procedures.

Job Qualifications (Skills)

BHFCU is committed to working with its employees to reasonably accommodate them with the physical aspects of the position. The following list outlines the physical considerations that are normally encountered in this job.

• Vision: A sighted person to effectively review documents.
• Speech/Hearing: Ability to communicate verbally and in writing with staff, members and vendors.
• Manual Dexterity: Ability to perform necessary computer-related input.
• Physical Mobility: Limited mobility required. Requires the ability to work flexible hours.

Job Qualifications (Ability)

• Ability to understand and follow complex written and oral instructions and disseminate that knowledge in a clear and understandable format to others.
• Ability to interact positively with co-workers, management, and the public to promote a team effort and maintain a positive attitude even under extreme pressure.
• Ability to prepare and maintain confidential records and reports.
• Ability to produce a high volume of work in a timely manner that is accurate and of high quality. Ability to prioritize work. Ability to handle multiple tasks simultaneously.
• Ability to analyze out of balance situations, statistics and financial data, gather, assemble, correlate, and interpret facts and develop solutions.
• Ability to work within precise standardized guidelines with some latitude to make decisions and take initiative to resolve problems or unique circumstances with minimal errors.
• Ability to serve members quickly and efficiently in a call center environment.
• Ability to use a rational and organized approach to completing tasks.

Job Qualifications (Education/Experience)

Job requires a two-year college level of language, math and reasoning skills or equivalent experience. Zero to two years of relevant experience preferred. Formal training should be supplemented with continuing education.

Working Conditions

Material and Equipment Involved

• Interactive Teller Machines ·
• Multi-functional Device
• Teleprompter
• Interactive Video
• Webcam
• Phone/Headset
• In-house computer system
• 10-Key Calculator
• In-house Instant messaging system
• Salesforce

Work Environment/Physical Activities

Occasional travel to one of BHFCU’s branch locations or attendance at community events may be required

Job requires limited physical effort. It is primarily a desk assignment. Work is performed within a highly structured and closely supervised environment. Ability to function in a fast-paced area. Ability to handle multiple tasks simultaneously. Work creates normal fatigue daily. Work creates moderate stress during certain periods during daily routine. Job does not have specific volume and pace of work standards except that the job requires that members be served in the timeliest manner possible. Job requires extensive member contact on a continual basis. The job calls for a high degree of mental concentration to interpret and act upon a wide range of situations. The job requires a degree of attention to detail.

This position is remote work eligible under certain circumstances.

This position has the option of a hybrid work schedule, with at least three days per week in the office. An assessment of the remote work environment must be completed prior to a remote work plan being developed.

Notice: This job description is not intended to be, nor should it be construed as, a contract or guarantee of employment. Black Hills Federal Credit Union adheres to all federal and state labor laws regarding termination and probationary periods. This position is also subject to all the personnel policies of Black Hills Federal Credit Union. Changes may be made to this job description at any time by the President. Black Hills Federal Credit Union is an equal opportunity employer.

Black Hills Federal Credit Union is an equal opportunity employer. All applicants will receive consideration without regard to age, race, color, sex, sexual orientation, genetic information, religion, national origin, disability, veteran status, or any other status or condition protected by state or federal law. BHFCU will provide reasonable accommodation to qualified persons with a disability but who are otherwise able to perform the essential functions of the job.