Who We Are
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.
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.
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 understandable format to others.
- Ability to express oneself clearly and concisely, both orally and in writing.
- 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, complete, 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 with minimal errors.
- Ability to serve members quickly and efficiently in a call center environment.
- Ability to use a rational and organized approach to completing tasks.
Job Qualifications (Education/Experience) – Job Levels:
MSR I:
Pay Range (Hourly): $19.31 - $28.96 (Starting pay is based on a number of factors and may vary depending on job-related knowledge, skills, experience, and internal equity.)
- Requires a two-year college level of language, math, and reasoning skills or equivalent experience.
- Zero to two years of relevant experience preferred. Formal training should be supplemented with continuing education.
MSR II:
Pay Range (Hourly): $21.50 - $32.25 (Starting pay is based on a number of factors and may vary depending on job-related knowledge, skills, experience, and internal equity.)
- Meets all requirements for MSR I.
- Two or more years of relevant experience. Formal training should be complemented by ongoing professional development.
- Process membership applications, perform account maintenance, research transactional inquiries, and other member service-related functions following Credit Union procedures and policies.
- Assist members with loan maintenance issues, ACH setup and maintenance, and IRA/HSA inquiries.
- Ability to proficiently provide support through the Digital Engagement Team channels.
- May provide support in the ITM MSR queue.
Working Conditions:
Material and Equipment Involved
- Personal Computer
- WebEx
- Photocopy Machine
- Various Software Applications
- Interactive Teller Machines ·
- Multi-functional Device
- Teleprompter
- Interactive Video
- Webcam
- Phone/Headset
- In-house computer system
- 10-Key Calculator
- In-house Instant messaging system
- Salesforce
Work Environment/Physical Activities
Occasional travel to one of BHFCU’s branch locations or attendance at community events may be required.
Physical Requirements
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing/descending stairs in an emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on a computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
Working Conditions
Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.
Mental and/or Emotional Requirements
Must be able to perform job functions with supervision and work effectively either on their own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on confidential matters.
Notice: This job description is not intended to be, nor should it be construed as, a contract or guarantee of employment. Black Hills Federal Credit Union adheres to all federal and state labor laws regarding termination and probationary periods. This position is also subject to all the personnel policies of Black Hills Federal Credit Union. Changes may be made to this job description at any time by the President. Black Hills Federal Credit Union is an equal opportunity employer.
Black Hills Federal Credit Union is an equal opportunity employer. All applicants will receive consideration without regard to age, race, color, sex, sexual orientation, genetic information, religion, national origin, disability, veteran status, or any other status or condition protected by state or federal law. BHFCU will provide reasonable accommodation to qualified persons with a disability but who are otherwise able to perform the essential functions of the job.
