Member Services Representative

Job Details

Job Location:

Corporate Office - Rapid City, SD 57702

Job Category:
Banking

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.

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

• 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.

• 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.

• 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.

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.
• Man…