ITM - Member Services Representative

Overview

General Purpose: Provide multiple services to members via ITM Department channels in the areas of teller transactions, member services, digital support, and card service to members.

Starting pay: $17.50 (may increase depending on relevant experience)

Black Hills Federal Credit Union (BHFCU) is committed to improving the lives of its members and looks for people who share that passion. Our onboarding includes an orientation program with ongoing training to help staff further their career at BHFCU by building on existing strengths.

• Assist members through the ITM to determine the nature of the request and whether to transact the member's request or refer the member to the proper staff person.
• Responsible for accurately balancing a virtual cash drawer.
• Perform teller and member service functions daily as needed.
• Remain current on changes within the legal, regulatory, economic, competitive, and technology environments that may affect the MSR function.
• Manage requests for accounts balances, delinquent loan payments, and over-the-limit credit card balances as appropriate.
• Provide account information, perform limited account maintenance, research transactional inquiries, and other member service-related functions following Credit Union procedures and policies.
• Educate and inform members of BHFCU products and services, cross-sell when applicable using the ENGAGE model, and make referrals when appropriate.

• 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 teller, member service, cards, or digital services functions.
• 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 program for false 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.

Black Hills FCU 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 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.

• 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.
• 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.
• Ability to serve members quickly and efficiently in an ITM Center environment.
• Ability to use a rational and organized approach to completing tasks.

Job Levels:

• Job requires a high school level of language, math and reasoning skills.
• Zero to two years relevant experience with equal responsibilities or communicating via virtual technology is acceptable. Formal training should be supplemented with continuing education.
• Demonstrate proficiency in skill areas outlined in the ITM MSR I expectation guidelines.

• Meets all requirements for ITM MSR I.
• Six months or more relevant experience as ITM MSR I or in a similar role.
• Assist in on-the-job training for new team members.
• Demonstrated ability to provide support for more junior team members.
• Demonstrate an elevated level of job knowledge in each of the job knowledge areas mentioned above.
• Demonstrate proficiency in skill areas outlined in the ITM MSR II expectation guidelines.

• Material and Equipment Involved:
  Interactive Teller Machines;
  Multi-functional Device;
  Teleprompter;
  Interactive Video;
  Webcam;
  Phone/Headset;
  In-house…