Member Experience Consultant I

BHFCU Insurance Services, LLC; Rapid City (SD); On-site; USD 40,000 - 60,000; Full time

Job summary

Black Hills Federal Credit Union in Rapid City seeks a proactive Member Experience Consultant to build relationships, educate members on BHFCU products, and deliver personalized financial solutions. You will handle memberships, deposits, and lending activities while ensuring high service standards.

The role advances through levels I–IV, with increasing lending responsibilities and leadership expectations. A two-year degree or equivalent is common, with potential for professional growth within a

Qualifications

• Two-year college level of language, math and reasoning skills or equivalent experience.
• Zero to two years of relevant experience preferred.
• Ability to work with customers and handle cash accurately.

Responsibilities

• Open and service memberships, consumer deposit accounts, certificates, and share accounts.
• Assist members with online and mobile banking and resolve service concerns.
• Take loan applications, process, fund loans and maintain documentation.
• Educate members on BHFCU products and generate referrals to meet production goals.
• Support branch leadership and maintain compliance with policies and regulatory requirements.

Skills

Member service

Communication

Cash handling

Referral opportunities

Computers

Multitasking

Relationship building

Education

Two-year college degree or equivalent

Four-year college degree

Job description

Who We AreWe 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: The Member Experience Consultant (MXC) provides consultative financial services that improve members' financial well-being through relationship development, financial education, account servicing, and lending solutions. Utilizing a member-focused approach, the MXC identifies financial needs, recommends appropriate products and services, and delivers personalized solutions that strengthen member relationships and support branch success. As employees progress through the MXC career ladder, they assume increasing responsibility for complex financial solutions, lending activities, operational support, business development, employee mentorship, and leadership support.Position Levels & Essential Duties/Responsibilities:Member Experience Consultant IProvide consultative member service while maintaining proficiency in all Member Service Representative responsibilities. This position builds member relationships, identifies financial needs, and delivers personalized solutions that improve members' financial well-being while supporting branch success through exceptional service.Essential Duties/Responsibilities:Open and service memberships, consumer deposit accounts, certificates, and share accounts.Process account maintenance and servicing requests, including debit card and PIN maintenance, wire transfers, notary services, check orders, and membership or account closures.Assist members with online and mobile banking services and digital banking tools and resolve routine member service concerns.Provide consumer lending services by taking, processing, and funding loan applications while maintaining loan documentation and follow-up requirements.Assist members with loan servicing inquiries and lending-related solutions.Build and maintain member relationships by educating members on Credit Union products, services, and self-service tools; utilizing the ENGAGE Plus model to identify needs and recommend appropriate solutions; and generating referrals to achieve established production goals.Support concierge and teller functions during periods of high member traffic.Achieve established lending and production goals.Ensure compliance with Credit Union policies, procedures, and regulatory requirements.Member Experience Consultant IIExpands upon foundational member service responsibilities by providing consumer lending solutions and servicing more complex account ownership structures. This role develops deeper member relationships while contributing to lending growth and business development efforts.Essential Duties/ Responsibilities:Performs all MXC I responsibilities, plus:Provide consumer lending services by taking, processing, and funding loan applications while maintaining loan documentation and follow-up requirements.Assist members with loan servicing inquiries and lending-related solutions.Open and service specialized deposit accounts, including retirement, health savings, estate, trust, and business accounts.Support branch growth through business development, community outreach, and relationship-building activities.Achieve established lending and production goals.Member Experience Consultant IIIServes as an experienced financial resource and trusted advisor, delivering comprehensive financial solutions that improve members' financial well-being while supporting branch success. Utilizing advanced product knowledge and a consultative approach, the MXC III identifies member needs, recommends appropriate deposit and lending solutions, resolves complex member situations, and serves as a subject matter expert in lending, deposit products, compliance, and member service practices.Essential Duties and ResponsibilitiesPerforms all MXC I , MXC II and responsibilities, plus:Take applications for advanced lending products, assist with business loan application intake and documentation gathering, and serve as a subject matter expert regarding lending, deposit products, compliance, and member service practices.Handle complex member service issues, escalations, and account relationships.Support onboarding, training, coaching, mentoring, and development of team members.Support branch leadership and operational initiatives while promoting operational excellence and adherence to Credit Union policies, procedures, and regulatory requirements.Contribute to branch growth through lending production, business development activities, community involvement, and relationship development.Member Experience Consultant IVServes as the senior-level consultant and leadership resource within the branch, performing all Member Service Representative and Member Experience Consultant I-III responsibilities while delivering advanced financial solutions that improve members' financial well-being. Leveraging extensive knowledge of Credit Union products, services, lending, compliance, and operational procedures, the MXC IV identifies member needs, develops customized solutions, resolves complex issues, and strengthens member relationships while supporting branch performance and operational excellence.Essential Duties and ResponsibilitiesPerforms all MXC I, MXC II, and MXC III duties, plus:Serve as the primary leadership and operational resource during manager absences, providing branch oversight, workflow coordination, and support for service delivery.Support employee performance through coaching, onboarding, training, mentoring, and development initiatives.Promote operational excellence by monitoring service standards, enhancing the member experience, and supporting the implementation of branch sales, service, and operational objectives.Independently resolve complex member issues and escalated service concerns.Serve as the subject matter expert and trusted resource for lending, deposit operations, compliance, member service, and branch procedures.Support branch growth through business development, community engagement, relationship-building activities, and achievement of advanced production, lending, and relationship management goals.Partner with branch leadership to achieve branch goals and support strategic initiatives.Member Experience Consultant I – IV Other Duties/Responsibilities:Participate in branch meetings and training.Support community and branch initiatives.Perform other duties as assigned.Job Knowledge:Member Experience Consultant IKnowledge of deposit account regulations and account ownership structures.Ability to independently manage member account relationships.Member Experience Consultant IIIncludes all MXC I knowledge, plus:Thorough understanding of consumer lending products and underwriting guidelines.Knowledge of IRA, HSA, estate, trust, and business account requirements.Member Experience Consultant IIIIncludes all MXC II knowledge, plus:Advanced understanding of lending, deposit operations, and compliance requirements.Strong problem-solving and conflict-resolution skills.Ability to coach and mentor others.Member Experience Consultant IVIncludes all MXC III knowledge, plus:Expert-level knowledge of branch operations, lending, and member services.Demonstrated leadership and coaching abilities.Ability to effectively lead teams and influence performance without direct supervisory authority.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 effectively review documents.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):Member Experience Consultant IStrong member service and communication skills.Cash-handling accuracy.Ability to identify referral opportunities.Proficiency with computers and member service systems.Ability to multitask in a fast-paced environment.Ability to establish positive relationships with members and coworkers.Member Experience Consultant IIIncludes all MXC I abilities, plus:Consistent achievement of lending and production goals.Member Experience Consultant IIIIncludes all MXC II abilities, plus:Demonstrated proficiency as an MXC II.Consistent achievement of lending and production goals.Member Experience Consultant IVIncludes all MXC III abilities, plus:Demonstrated success as an MXC III.Proven ability to coach, train, and develop staff.Advanced lending and operations experience preferred.Job Qualifications (Education/Experience) - Job Levels:Member Experience Consultant ITwo-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 IITwo-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 IHave 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 business loans following Credit Union procedures and policies.Performance expectations to meet Tier II production goals.Member Experience Consultant IIIFour-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 IVFour 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 IIIHave 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.Performance expectations to meet Tier IV production goals.Working Conditions:Material and Equipment InvolvedComputers and standard office equipmentIn-house software systems, Salesforce, & Microsoft ApplicationsCash handling and balancing equipmentInteractive Teller Machines (ITMs) and digital banking platformsCheck imaging, debit card issuance, and account servicing equipment and softwareTelephone, internal communication platforms, and other communication systemsSafe deposit box equipment and key control systemsSecurity, alarm, and surveillance systemsConfidential documentation and regulatory formsWork Environment/Physical Activities:Occasional travel to one of BHFCU’s branch locations or attendance at community events may be required.This position requires the ability to work from alternate branch locations as needed to support team members, maintain service levels, and meet operational and staffing requirements.Physical RequirementsPerform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on 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.This position requires the ability to work a rotating schedule, which may include varying start times based on business needs. Reasonable accommodations will be considered in accordance with applicable law.Working ConditionsMust be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.Mental and/or Emotional RequirementsMust be able to perform job functions with supervision and work effectively either on 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 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.