Digital Engagement Consultant II

Description

Who We Are

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:  Provide multiple services to members through digital channels. 

Essential Duties/Responsibilities: All Levels

• Responsible for opening, processing, and maintenance of new online accounts.
• Provide consultative financial education and product recommendations to members using the ENGAGE model, and cross sell when applicable.

Essential Duties/Responsibilities: Level I

• Assist members by email, text or live chat; determine nature of the member's business and whether to transact the member's request or refer the member to the proper staff person.
• Responsible for providing information, processing membership applications, performing account maintenance, researching transactional inquiries, assisting with ACH setup, IRA/HSA inquiries, and other member service and teller related functions following Credit Union procedures and policies.
• Provide support to members regarding digital services to include online banking, mobile app, online bill pay, account to account transfers, and other digital services.
• Assist with lending maintenance functions for existing loans and provide necessary support with related inquiries from members.

Essential Duties/Responsibilities: Level II – III

• Responsible for interviewing, processing, and recommending loan applications for approval to include consumer, home equity / home improvement, mobile home, and business loans following Credit Union procedures and policies.

• Verify applications for completeness, conduct credit investigation, determine value if needed, determine debt ratio, and document loan decision. Provide file and relevant loan documents for underwriting approval prior to closing.                            
• Explain disbursal of loan proceeds to members.  Review payment schedule so that member understands repayment obligation. Follow-up and maintain pending loan queue.
• Perform lending maintenance functions daily as needed.
• Build and maintain complex loan portfolio that includes a variety of loans (automobile, personal loans, etc.) through cross selling, data mining, and member engagement with minimal errors.
• Remain proficient on changes within the legal, regulatory, economic, competitive, and technology environments that may affect the Member Experience function. 
• Process applications and respond to lending inquiries via a variety of technology mediums, to include but not limited to, telephone, emails, texts, instant messaging, etc.
• Responsible for obtaining clear title to collateral and dealing knowledgably with all title and CPI issues.  Assist members with CPI issues.

Other Duties/Responsibilities: All Levels

• Maintain account accuracy by working various reports, workflows, and projects as requested.
• Perform other duties as assigned.

• Remain current on changes within the legal, regulatory, economic, competitive, and technology environments that may affect the Loans/Member Service function. 

Other Duties/Responsibilities: Level II – III

• Deny loan applications not in conformance with BHFCU policies.  Prepare necessary notification and forms and provide relevant credit education.
• Assists with collection efforts of delinquent loans as directed by the Collection Department to try to resolve repayment problems. Responsible for ensuring a smooth transition should a loan require the attention of a collector.

Job Knowledge: Level I Working Knowledge – Level II | III Advanced Knowledge

• Knowledge and delivery of the ENGAGE model.
• Knowledge of laws and regulations affecting lending and member service transactions.
• 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 to include but not limited to information security, alarms, robberies, bomb threats and extortion.
• Knowledge of credit union's in-house computer system, Internet, and any other software programs.
• Knowledge of general ledger accounts pertinent to the department.
• 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:  Limited mobility required. 
• Requires the ability to work flexible hours.

Job Qualifications (Ability): All Levels

• Ability to understand and follow complex written and verbal instructions and disseminate that knowledge in a clear and understandable format to others.
• 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 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 precise standardized guidelines with generous latitude to make decisions and take initiative to resolve problems or unique circumstances with minimal errors.
• Ability to use a rational and organized approach to completing tasks.

Job Qualifications (Ability): Level II – III

• Ability to serve members quickly and efficiently in a call center environment.
• Ability to quickly transact loan services in loan queue via a variety of methods (text, phone call, and email, etc.).
• Ability to identify credit needs based on data mining, member engagement, and cross selling.
• Advanced level of consultative skills to explain benefits of additional credit products in the best interest of the member.

Job Qualifications (Education/Experience): Level I

Job requires a college level of language, math and reasoning skills.  Nine months in alternate BHFCU department or one year's experience in financial services or related field is acceptable.  Formal training should be supplemented with continuing education.

Job Qualifications (Education/Experience): Level II – III

Job requires a college level of language, math and reasoning skills.  Five years of experience in consumer lending or lending related field is required. Five to seven years of relevant experience is preferred.  Formal training should be supplemented with continuing education.

Material and Equipment Involved

• Interactive Teller Machines        · 
• Multi-functional Device                                              
• Teleprompter                                                  
• Interactive Video                                                                           
• Webcam                                                            
• Phone/Headset
• In-house computer system
• 10-Key Calculator
• In-house Instant messaging system
• Salesforce

Work Environment/Physical Activities

• Occasional travel to one of BHFCU’s branch locations or attendance at community events may be required.
• This position has the option of a hybrid work schedule, with at least three days per week in the office. An assessment of the remote work environment must be completed prior to a remote work plan being developed.

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing/descending stairs in emergency. 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 by capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.

Mental and/or Emotional Requirements

Must 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.

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.

Notice:  This job description is not intended to be, nor should it be construed as, a contract or guarantee of employment.  BHFCU adheres to all federal and state labor laws regarding termination and probationary periods.  This position is also subject to all the personnel policies of the 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.

Qualifications