Member Experience Consultant I

Black Hills Federal Credit Union; Rapid City (SD); On-site; USD 32,000 - 54,000; Full time

Job summary

Black Hills Federal Credit Union in Rapid City, SD is seeking a Member Experience Consultant at the East North branch. The role emphasizes friendly member service, assisting with teller and lending functions, guiding members to ITMs, and promoting BHFCU products and services.

You'll handle consumer loans, deposits, online banking support, and maintain accurate records while meeting production goals. Strong communication and multitasking are essential for success in this fast-paced,

Qualifications

• Two-year college level of language, math, and reasoning skills.
• Zero to two years of relevant experience preferred.
• Formal training supplemented with continuing education.

Responsibilities

• Take applications for consumer loans and assist with deposits and accounts.
• Guide members to ITMs and educate on using BHFCU products and services.
• Maintain all account types and process routine banking tasks.
• Cross-sell BHFCU products when appropriate using ENGAGE model.
• Meet production goals and respond to member needs promptly.

Skills

Vision

Speech/Hearing

Manual Dexterity

Physical Mobility

Flexible hours

Team player

Education

Two-year college language/math/reasoning

Zero to two years experience preferred

Four-year college language/math/reasoning

Seven+ years lending experience (IV)

Tools

Interactive Teller Machines

Drive-up Equipment

In-house computer system

Multi-functional device

Instant Issue Machine

10-Key Calculator

Self-service Coin Machine

Coin Counter / Sorter

Currency Counter

Scanner

ZON Terminal

Salesforce

Job description

Job Location: East North Branch - Rapid City, SD 57701
Job Category: Banking

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, providing education for using the ITMs.
• Perform teller transactions, including but not limited to change orders and business deposits.
• Perform daily member service tasks such as opening new consumer and youth memberships, maintaining all account types, processing credit card applications, assisting with online banking support, issuing instant issue and member select PIN requests, handling quick draw loans, wire transfers, notaries, ordering checks, updating addresses and phone numbers, opening certificates and sub-share accounts, changing account types, funding personal and auto loans, and closing memberships.
• Provide information and take applications for consumer loans (auto, recreational vehicle, personal, credit cards, secured) following credit union procedures and policies, maintaining the loan queue and supporting documentation.
• Assist members with loan payment issues.
• Stay current on legal, regulatory, economic, competitive, and technology changes that may affect teller, member services, and lending functions.
• Obtain clear title to collateral and manage title and CPI issues, including CPI assistance.
• Educate and inform members of all BHFCU products and services and cross‑sell when applicable using the ENGAGE model, making referrals as appropriate.
• Meet production goals and performance expectations.

Other Duties / Responsibilities

• Maintain account accuracy by working with various reports, workflows, and projects as requested.
• Encourage members to maintain positive balances and minimum balance requirements, and to address delinquent loans or over‑limit credit card balances.
• Provide coverage at other branch locations, the contact center, or other channels as needed.
• Build relationships with local businesses and community organizations under Branch Manager or Market VP direction.
• Perform additional duties as assigned.

Job Knowledge

• Laws and regulations affecting teller, member service, and lending transactions.
• General ledger accounts pertinent to the department.
• Credit union products and services.
• Organization policies, procedures, and service philosophy.
• Safety and security programs, including information security, alarms, robbery, bomb threats, and extortion.
• In-house computer system, Internet, and relevant software programs.
• ENGAGE model and its delivery.
• Opening and closing procedures.

Job Qualifications (Skills)

• Vision: 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: ability to man teller window and remain standing for prolonged periods.
• Ability to carry bags of coin or other items up to 30 lb occasionally throughout the day.
• Ability to work flexible hours.

Job Qualifications (Ability)

• Understand and follow complex written and verbal instructions, disseminating knowledge clearly.
• Operate multiple monitors and software systems simultaneously without interfering with member service.
• Communicate clearly and concisely, orally and in writing.
• Interact positively with co-workers, management, and the public to promote a team effort and maintain a positive attitude under pressure.
• Prepare and maintain confidential records and reports.
• Produce a high volume of work in a timely, accurate, complete, and high-quality manner. Prioritize and handle multiple tasks simultaneously.
• Analyze out-of-balance situations, statistics, and financial data; gather, assemble, correlate, and interpret facts and develop solutions.
• Work within standardized guidelines while exercising initiative to resolve problems in unique circumstances.
• Apply a rational and organized approach to task completion.

Job Qualifications (Education/Experience)

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 essential duties, job knowledge, and qualifications. Formal training supplemented with continuing education.
• Performance expectations: 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 supplemented with continuing education.
• Meets all qualifications for a Member Experience Consultant I.
• Elevated understanding of all knowledge requirements.
• 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, home improvement, mobile home, and business loans following credit union procedures and policies.
• Performance expectations: 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).
• Formal training supplemented with continuing education.
• Meets all qualifications for a Member Experience Consultant II.
• Advanced understanding of all knowledge requirements.
• Performance expectations: 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; equivalent experience in the financial services industry considered.
• Formal training supplemented with continuing education.
• Meets all qualifications for a Member Experience Consultant III.
• Expert understanding of all knowledge requirements.
• Effectively communicate with all levels of the organization and outside parties.
• Assist in ensuring procedures are up to date by updating procedures as requested.
• Act as a backup to the Branch manager when requested.
• Performance expectations: Tier-IV production goals.

Production / Business Track

• Take applications for commercial/business loans and gather required documentation.
• Expand credit union relationships by actively recruiting business customers and pursuing business development relationships.

Leadership Track

• Working knowledge of management techniques to enhance staff productivity and mentor peers.
• Work within established guidelines while exercising initiative to resolve problems.
• Build trusted relationships and promote collaboration with peers.
• Maintain a professional, friendly, and courteous manner.

Working Conditions

Work environment is a highly structured, closely supervised, climate-controlled shared work area with moderate noise. Occasional travel to branch locations or community events may be required. The job involves limited physical effort, primarily desk-based, with occasional lifting of up to 5 lb. Employees may need to work extended hours as required. The position requires extensive member contact and rapid paced service, with high attention to detail and mental concentration.

Material and Equipment Involved

• Interactive Teller Machines
• Drive-up Equipment
• In-house computer system
• Multi-functional device
• Instant Issue Machine
• 10-Key Calculator
• Self-service Coin Machine
• Coin Counter / Sorter / Roller
• Currency Counter
• Scanner
• ZON Terminal
• In-house instant messaging system
• Salesforce

Mental and/or Emotional Requirements

The role requires supreme customer service, discretion, composure under deadlines, multiple simultaneous priorities, and exercising high discretion on confidential matters. Strong communication, logical sequencing, and accurate basic mathematics are essential.

Notice

This job description is not a contract or guarantee of employment. Black Hills Federal Credit Union adheres to all federal and state labor laws regarding termination and probation. The position is subject to all personnel policies, and may be modified at any time by the President.

Equal Opportunity Employment Statement

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 who are otherwise able to perform the essential functions of the job.