Remote Member Services Specialist

BHFCU Insurance Services, LLC; Rapid City, Northern (SD, KY); Hybrid; USD 36,000 - 52,000; Full time

Job summary

Black Hills Federal Credit Union (BHFCU) seeks a versatile Member Services Representative for its Corporate Office in Rapid City, SD. You will handle member inquiries via phone, chat, and text, guiding customers through digital banking tools and account maintenance.

Responsibilities include processing memberships, resolving inquiries, assisting with loan payments and ACH setup, and promoting BHFCU products using the ENGAGE model. A hybrid work arrangement is available with some in-office days.

Qualifications

• Physical considerations include vision, speech/hearing, manual dexterity, and mobility.
• Ability to work flexible hours.
• Ability to follow complex written and oral instructions.
• Ability to handle multiple tasks and maintain accuracy.

Responsibilities

• 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.
• Provide support to members regarding digital services to include online banking, mobile app, online bill pay, account to account transfers, and other digital services.
• 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.
• Assist members with loan payment issues, ACH setup and maintenance.
• Perform other member service and teller functions on a daily basis 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.
• Performance to meet Tier I Contact Center MSR production guidelines.

Skills

Vision

Speech/Hearing

Manual Dexterity

Physical Mobility

Education

Two-year college level language, math and reasoning skills or equivalent experience

Tools

Salesforce

Job description

Black Hills Federal Credit Union (BHFCU) seeks a versatile Member Services Representative for its Corporate Office in Rapid City, SD. You will handle member inquiries via phone, chat, and text, guiding customers through digital banking tools and account maintenance.

Responsibilities include processing memberships, resolving inquiries, assisting with loan payments and ACH setup, and promoting BHFCU products using the ENGAGE model. A hybrid work arrangement is available with some in-office days.