Member Experience Consultant I

Job Location: East North Branch - Rapid City, SD 57701
Job Category: Banking

Responsible for providing outstanding lending and member service while actively encouraging and educating members on utilization of ITMs and other credit union products and services.

• Welcome members to the branch and guide them to the ITMs when appropriate, providing education for using the ITMs.
• Perform teller transactions, including but not limited to change orders and business deposits.
• Perform daily member service tasks such as opening new consumer and youth memberships, maintaining all account types, processing credit card applications, assisting with online banking support, issuing instant issue and member select PIN requests, handling quick draw loans, wire transfers, notaries, ordering checks, updating addresses and phone numbers, 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 (auto, recreational vehicle, personal, credit cards, secured) following credit union procedures and policies, maintaining the loan queue and supporting documentation.
• Assist members with loan payment issues.
• Stay current on legal, regulatory, economic, competitive, and technology changes that may affect teller, member services, and lending functions.
• Obtain clear title to collateral and manage title and CPI issues, including CPI assistance.
• Educate and inform members of all BHFCU products and services and cross‑sell when applicable using the ENGAGE model, making referrals as appropriate.
• Meet production goals and performance expectations.

• Maintain account accuracy by working with various reports, workflows, and projects as requested.
• Encourage members to maintain positive balances and minimum balance requirements, and to address delinquent loans or over‑limit credit card balances.
• Provide coverage at other branch locations, the contact center, or other channels as needed.
• Build relationships with local businesses and community organizations under Branch Manager or Market VP direction.
• Perform additional duties as assigned.

• Laws and regulations affecting teller, member service, and lending transactions.
• General ledger accounts pertinent to the department.
• Credit union products and services.
• Organization policies, procedures, and service philosophy.
• Safety and security programs, including information security, alarms, robbery, bomb threats, and extortion.
• In-house computer system, Internet, and relevant software programs.
• ENGAGE model and its delivery.
• Opening and closing procedures.

• Vision: sighted person to handle cash transactions and verify financial transactions, ability to complete necessary paperwork.
• 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: ability to man teller window and remain standing for prolonged periods.
• Ability to carry bags of coin or other items up to 30 lb occasionally throughout the day.
• Ability to work flexible hours.

• Understand and follow complex written and verbal instructions, disseminating knowledge clearly.
• Operate multiple monitors and software systems simultaneously without interfering with member service.
• Communicate clearly and concisely, orally and in writing.
• Interact positively with co-workers, management, and the public to promote a team effort and maintain a positive attitude under pressure.
• Prepare and maintain confidential records and reports.
• Produce a high volume of work in a timely, accurate, complete, and high-quality manner. Prioritize and handle multiple tasks simultaneously.
• Analyze out-of-balance situations, statistics, and financial data; gather, assemble, correlate, and interpret facts and develop solutions.
• Work within standardized guidelines while exercising initiative to resolve problems in unique circumstances.
• Apply a rational and organized approach to task completion.