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Member Services Representative l

Black Hills Federal Credit Union | Rapid City, SD

Posted Date 3/19/2025
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

1. 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.
2. Provide support to members regarding digital services to include online banking, mobile app, online bill pay, account to account transfers, and other digital services.
3. 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.
4. Assist members with loan payment issues, ACH setup and maintenance.
5. Perform other member service and teller functions on a daily basis as needed.
6. Assist with lending maintenance functions for existing loans and provide necessary support with related inquiries from members.
7. Educate and inform members of all BHFCU products and services, and cross-sell when applicable using the ENGAGE model. Make referrals when appropriate.
8. Performance to meet Tier I Contact Center MSR production guidelines.

Other Duties/Responsibilities

1. Maintain account accuracy by working various reports, workflows, and projects as requested.
2. Remain current on changes within the legal, regulatory, economic, competitive, and technology environments that may affect the Member Service function.
3. Perform other duties as may be assigned.

Additional Information

Job Knowledge 1. Working knowledge and delivery of the ENGAGE model. 2. Working knowledge of laws and regulations affecting member service transactions. 3. Working knowledge of the credit union's products and services. 4. Working knowledge of organization's policies/procedures and credit union's service philosophy. 5. Working knowledge of safety and security programs to include but not limited to information security, alarms, robberies, bomb threats and extortion. 6. Working knowledge of credit union's in-house computer system, Internet, and any other software programs. 7. Working knowledge of general ledger accounts pertinent to the department. 8. Working 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. 1. Vision: A sighted person to effectively review documents. 2. Speech/Hearing: Ability to communicate verbally and in writing with staff, members and vendors. 3. Manual Dexterity: Ability to perform necessary computer-related input. 4. Physical Mobility: Limited mobility required. Requires the ability to work flexible hours. Job Qualifications (Ability) 1. Ability to understand and follow complex written and oral instructions and disseminate that knowledge in a clear and understandable format to others. 2. Ability to inte

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