Member Experience Consultant

Overview

Job Location:

Sturgis Branch - Sturgis, SD 57785

BHFCU is seeking staff who share a commitment to improving lives and delivering equal, just treatment to members. Our onboarding includes orientation and ongoing training to help staff build on strengths.

General

Purpose:

Responsible for providing outstanding lending and member service while 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; provide education for using the ITMs.
• Perform teller transactions as appropriate, including but not limited to change orders and business deposits.
• Perform member service tasks daily: opening new consumer and youth memberships, maintenance of all account types, credit card applications, online banking support, PIN requests, quick draw loans, wire transfers, notaries, ordering checks, address/phone updates, opening certificates and sub share accounts, changing account types, funding loans, and closing memberships.
• Provide information and take applications for consumer loans (auto, RV, personal, credit cards, secured loans); follow Credit Union procedures; maintain pending loan queue and related documentation; assist members with loan payments.
• Stay current on changes in legal, regulatory, economic, competitive, and technology environments affecting Teller, Member Services, and Lending.
• Obtain clear title to collateral and address title/CPI issues; assist members with CPI issues.
• Educate and inform members of BHFCU products and services; cross-sell when applicable using the ENGAGE model; make referrals when appropriate.
• Meet production goals and performance expectations.

• Maintain account accuracy by working various reports, workflows, and projects as requested.
• Request members to ensure accounts meet minimum balances; prompt payments on delinquent loans or over-limit balances when applicable.
• Provide coverage at other branches, in the contact center, or through other channels as needed.
• Build relationships with local businesses and community organizations under direction of Branch Manager or Market VP.
• Perform other duties as assigned.

• Knowledge of laws and regulations affecting teller, member service, and lending transactions.
• Knowledge of general ledger accounts pertinent to the department.
• Knowledge of BHFCU products and services; organizational policies and service philosophy.
• Knowledge of safety and security programs including information security, alarms, robberies, bomb threats, and extortion.
• Knowledge of in-house computer systems, Internet, and relevant software; ENGAGE model; opening/closing procedures.

BHFCU is committed to reasonable accommodations. The following physical considerations are normally encountered in this job.

• Vision:
  Ability to handle cash transactions and verify financial transactions; 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:
  Must be able to man teller window and stand for prolonged periods; occasional lifting up to 30 lbs; ability to work flexible hours.

• Ability to understand and follow complex instructions and convey knowledge clearly to others.
• Ability to operate multiple monitors and software systems concurrently.
• Clear and concise written and verbal communication; positive interactions with coworkers, management, and the public.
• Ability to maintain confidential records and produce high-volume, accurate work; prioritize and manage multiple tasks.
• Ability to analyze data, gather and interpret facts, and develop solutions; work within guidelines with initiative to resolve problems.
• Rational, organized approach to completing tasks.

Member Experience Consultant I:
Two-year college level skills in language, math, and reasoning; 0–2 years of relevant experience preferred. Tier I production goals.

Member Experience Consultant II:
Two-year college level skills;…