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Member Services Representative

Black Hills Federal Credit Union | Rapid City, SD

Posted Date 5/09/2025
Description

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

Essential Duties/Responsibilities:

* Assist members by telephone, online chat, or text; determine the 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.
* Perform other member service and teller functions daily 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.
* Member Services Representative (MSR) production and expectation guidelines.
* MSR I - Performance to meet Tier I
* MSR II – Performance to meet Tier II

Other Duties/Responsibilities:

* 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. Additional duties as assigned or required.

Additional Information

Job Knowledge: (MSR I Working Knowledge: MSR II Elevated Knowledge) * Knowledge and delivery of the ENGAGE model. * Knowledge of laws and regulations affecting member service transactions. * Knowledge of the credit union's products and services. * Knowledge of organization's policies/procedures and credit union's service philosophy. * Knowledge of safety and security programs to include but not limited to information security, alarms, robberies, bomb threats and extortion. * Knowledge of credit union's in-house computer system, Internet, and any other software programs. * Knowledge of general ledger accounts pertinent to the department. * Knowledge of opening and closing procedures. Job Qualifications (Skills): 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 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: Limited mobility required. Requires the ability to work flexible hours. Job Qualifications (Ability): * Ability to understand and follow complex written and verbal instructions and disseminate that knowledge in a clear and un

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