Member Experience Consultant l

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: 

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.  Provide education for using the ITMs. 
• Responsible for performing teller transactions, when appropriate, to include but not limited to change orders and business deposits.  
• Perform member service tasks on a daily basis to include but not limited to: opening new consumer memberships, new youth memberships, maintenance of all account types, credit card applications, assisting members with online banking support, instant issue and member select PIN requests, quick draw loans, wire transfers, notaries, ordering checks, address and phone number updates, opening certificates and sub share accounts, changing account types, funding both personal and auto loans, and closing memberships. 
• Responsible for providing information and taking applications for a variety of consumer loans including auto and recreational vehicle loans, personal loans, credit cards, and secured loans following Credit Union procedures and policies. Follow-up and maintain pending loan queue.  Maintain loan information and follow-up documentation.   Assist members with loan payment issues.
• Remain current on changes within the legal, regulatory, economic, competitive, and technology environments that may affect the Teller, Member Services, and Lending functions. 
• Responsible for obtaining clear title to collateral and dealing knowledgably with all title and CPI issues.  Assist members with CPI issues.
• Educate and inform members of all BHFCU products and services, and cross-sell when applicable, using the ENGAGE model.  Make referrals when appropriate.
• Performance expectations to meet appropriate production goals.

Other Duties/Responsibilities:

• Maintain account accuracy by working various reports, workflows, and projects as requested. 
• When applicable, request members to bring accounts positive and to maintain minimum balance requirements. Request members make payments on delinquent loans or over-the-limit-credit card balances.
• Provide coverage at other Branch locations, in the contact center, or through other channels as needed.
• Build relationships with local businesses and community organizations with the direction of the Branch Manager or Market VP.
• Perform other duties as may be assigned.

Job Knowledge:

• Knowledge of laws and regulations affecting teller, member service, and lending transactions. 
• Knowledge of general ledger accounts pertinent to the department.
• 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 includes but not limited to information security, alarms, robberies, bomb threats and extortion.
• Knowledge of Credit Union's in-house computer system, Internet, and any relevant software programs.
• Knowledge and delivery of the ENGAGE model.
• 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:  Must be able to man teller window and remain standing for prolonged periods of time. 
  1. Ability to carry bags of coin or other items up to 30 lbs. occasionally throughout the day.
  2. Ability to work flexible hours

Job Qualifications (Ability):

• Ability to understand and follow complex written and verbal instructions and disseminate that knowledge in a clear and understandable format to others.
• Ability to operate multiple monitors and software systems simultaneously without interfering with member service.
• Ability to express oneself clearly and concisely, both orally and in writing.
• 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, complete, 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 standardized guidelines with latitude to make decisions and take initiative to resolve problems even in unique circumstances.
• Ability to use a rational and organized approach to completing tasks.

Job Qualifications (Education/Experience) - Job Levels:

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 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 II

• Two-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 I
• Have 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 home equity loans, home improvement loans, mobile home loans and business loans following Credit Union procedures and policies.
• Performance expectations to meet 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) 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 IV

• Four 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 III
• Have 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.

Production/Business Track

• Ability to take applications for commercial/business loans. Gather documentation as needed to support the deposit and/or lending needs of the business member.
• Seek opportunities to expand Credit Union relationships by actively recruiting business customers and pursuing a business development relationship with the business and their employees.

Leadership Track

• Working knowledge of management techniques to enhance staff productivity and serve as a mentor to peers.
• Ability to work within established guidelines with latitude to make decisions and take initiative to resolve problems or unique circumstances.
• Ability to build trusted relationships and promote collaboration with peers. Maintains a professional, friendly, and courteous manner.

Working Conditions:

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

Work Environment/Physical Activities

Occasional travel to one of BHFCU’s branch locations or attendance at community events may be required.

Job requires limited physical effort.  It is primarily a desk assignment.  Work is performed within a highly structured and closely supervised environment. Ability to function in a fast-paced area.  Ability to handle multiple tasks simultaneously.  Work creates normal fatigue daily.  Work creates moderate stress during certain periods during daily routine.  Job does not have specific volume and pace of work standards except that the job requires that members be served in the timeliest manner possible.  Job requires extensive member contact on a continual basis.  The job calls for a high degree of mental concentration to interpret and act upon a wide range of situations.  The job requires a degree of attention to detail.

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 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 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.

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.

Qualifications