Member Experience Consultant I

Member Experience Consultant I

Sturgis Branch - Sturgis, SD 57785

Overview

Category Banking

Description

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:

Responsible for providing outstanding lending and member service while actively encouraging and educating members on utilization of ITMs and other credit union products and services.

Essential Duties/Responsibilities:

• Welcome members to the Branch and guide them to the ITMs when appropriate. Provide education for using the ITMs.
• Responsible for performing teller transactions, when appropriate, to include but not limited to change orders and business deposits.
• Perform member service tasks on a daily basis to include but not limited to: opening new consumer memberships, new youth memberships, maintenance of all account types, credit card applications, assisting members with online banking support, instant issue and member select PIN requests, quick draw loans, wire transfers, notaries, ordering checks, address and phone number updates, opening certificates and sub share accounts, changing account types, funding both personal and auto loans, and closing memberships.
• Responsible for providing information and taking applications for a variety of consumer loans including auto and recreational vehicle loans, personal loans, credit cards, and secured loans following Credit Union procedures and policies. Follow-up and maintain pending loan queue. Maintain loan information and follow-up documentation. Assist members with loan payment issues.
• Remain current on changes within the legal, regulatory, economic, competitive, and technology environments that may affect the Teller, Member Services, and Lending functions.
• Responsible for obtaining clear title to collateral and dealing knowledgably with all title and CPI issues. Assist members with CPI issues.
• Educate and inform members of all BHFCU products and services, and cross-sell when applicable, using the ENGAGE model. Make referrals when appropriate.
• Performance expectations to meet appropriate production goals.

Other Duties/Responsibilities:

• Maintain account accuracy by working various reports, workflows, and projects as requested.
• When applicable, request members to bring accounts positive and to maintain minimum balance requirements. Request members make payments on delinquent loans or over-the-limit-credit card balances.
• Provide coverage at other Branch locations, in the contact center, or through other channels as needed.
• Build relationships with local businesses and community organizations with the direction of the Branch Manager or Market VP.
• Perform other duties as may be assigned.

Job Knowledge:

• Knowledge of laws and regulations affecting teller, member service, and lending transactions.
• Knowledge of general ledger accounts pertinent to the department.
• 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 includes but not limited to information security, alarms, robberies, bomb threats and extortion.
• Knowledge of Credit Union's in-house computer system, Internet, and any relevant software programs.
• Knowledge and delivery of the ENGAGE model.
• 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: Must be able to man teller window and remain standing for prolonged periods of time. Ability to carry bags of coin or other items up to 30 lbs. occasionally throughout the day. 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 operate multiple monitors and software systems simultaneously without interfering with member service.
• 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 simultaneously.
• Ability to analyze out-of-balance situations, statistics, and financial data. Gather, assemble, correlate, and interpret facts and develop solutions.
• Ability to work within standardized guidelines with latitude to make decisions and take initiative to resolve problems even in unique circumstances.
• Ability to use a rational and organized approach to completing tasks.

Job Qualifications (Education/Experience) - Job Levels:

Member Experience Consultant I

• Two-year college level of language, math and reasoning skills or equivalent experience. Zero to two years of relevant experience preferred. Meets the essential job duties/responsibilities, job knowledge, and job qualifications. Formal training should be supplemented with continuing education.
• Performance expectations to meet Tier I production goals.

Member Experience Consultant II

• Two-year college level of language, math and reasoning skills. Two to five years of relevant experience preferred. Formal training should be supplemented with continuing education.
• Meets all qualifications for a Member Experience Consultant I
• Have an elevated understanding of all knowledge requirements (refer to job knowledge).
• Responsible for opening IRAs, business accounts, estate accounts, and trust accounts.
• Responsible for providing information and taking applications for all loans required of an MXC I, and home equity loans, home improvement loans, mobile home loans and business loans following Credit Union procedures and policies.
• Performance expectations to meet Tier II production goals.

Member Experience Consultant III

• Four-year college level of language, math, and reasoning skills. Five to seven years of experience in lending and member service (or equivalent) is required. Formal training should be supplemented with continuing education.
• Meets all qualifications for a Member Experience Consultant II.
• Have an advanced understanding of all knowledge requirements (refer to job knowledge).
• Performance expectations to meet Tier III production goals.

Member Experience Consultant IV

• Four year-college level of language, math, and reasoning skills. Seven or more years of experience in lending and member services is required; equivalent experience in the financial services industry may be considered. Formal training should be supplemented with continuing education.
• Meets all qualifications for a Member Experience Consultant III
• Have an expert understanding of all knowledge requirements (refer to job knowledge).
• Ability to effectively communicate with all levels of the organization and with outside parties.
• Assist in ensuring procedures are up to date by informing the appropriate staff or updating procedures as requested by supervisor.
• Acts as a back-up to the Branch manager, if requested