Receptionist, Customer Service​/HelpDesk

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:

Acts as the first impression of the Credit Union by creating meaningful, positive interactions that make members and guests feel welcomed, valued, and confident in our ability to meet their financial needs. Maintains a highly visible, approachable, and service-oriented presence, proactively engaging members and guests to deliver an exceptional experience from arrival through departure while strengthening relationships and fostering trust.

Essential Duties/Responsibilities:

Greet and welcome members and guests. Assist members and guests to determine their needs and direct them to, or schedule them with, the appropriate employee or department in a friendly and timely manner.

Create a positive and welcoming first impression by engaging members and guests with professionalism, warmth, and genuine hospitality.

Provide exceptional member service by actively listening, demonstrating empathy, and assisting members and guests with questions, concerns, or requests.

Serve as a knowledgeable resource by providing basic information regarding Credit Union products, services, locations, hours, and available resources.

Proactively identify opportunities to assist members and guests, ensuring they feel valued, supported, and connected to the appropriate solutions.

Foster a comfortable and inviting environment by maintaining a professional presence and ensuring members and guests receive prompt attention.

Demonstrate a member-first approach by taking ownership of inquiries and facilitating seamless connections to the appropriate employee, department, or service.

Build positive relationships with members and guests through courteous interactions, effective communication, and a commitment to delivering an exceptional experience.

Anticipate member and guest needs and provide thoughtful assistance to enhance convenience, efficiency, and overall satisfaction.

Support the Credit Union's commitment to member experience by consistently delivering service that reflects the organization's values, culture, and brand standards.

Monitor lobby activity and member flow to ensure visitors are acknowledged promptly and receive timely assistance.

Partner with employees across departments to coordinate appointments, facilitate introductions, and help provide a smooth and personalized member experience.

Promote and educate members on Interactive Teller Machines (ITMS) and digital services.

Other Duties/Responsibilities:

Perform the opening and closing procedures.

Responsible for organizing, inventorying, and stocking 1st floor shared supplies areas.

Ensure all incoming deliveries are properly logged and delivered to the appropriate person in a timely manner.

Assist Member Experience Department and other CU departments in…