Remote Member Services Specialist – Digital Banking & Support

Black Hills Federal Credit Union; Rapid City (SD); Hybrid; USD 36,000 - 54,000; Full time

Benefits offered by this job

Remote work eligible

Hybrid work schedule

Job summary

Black Hills Federal Credit Union (BHFCU) seeks a Member Services representative to provide support across call center, online chat, and digital banking channels. You will assist with memberships, digital services, and basic lending inquiries while upholding BHFCU policies and service standards.

The role emphasizes rapid member assistance, cross-selling BHFCU products, and meeting Tier I MSR production guidelines in a dynamic, remote-work-eligible environment.

Qualifications

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

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

Customer service

Call center

Digital banking support

Communication skills

Education

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

Tools

Salesforce

In-house computer system

Job description

Black Hills Federal Credit Union (BHFCU) seeks a Member Services representative to provide support across call center, online chat, and digital banking channels. You will assist with memberships, digital services, and basic lending inquiries while upholding BHFCU policies and service standards.

The role emphasizes rapid member assistance, cross-selling BHFCU products, and meeting Tier I MSR production guidelines in a dynamic, remote-work-eligible environment.