Member Services Representative

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 in the areas of consumer and business lending.

Essential Duties/Responsibilities         

1. Responsible for interviewing, processing, and recommending consumer loan applications for approval following Credit Union procedures and policies.
2. 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.             
3. Explain disbursal of loan proceeds to members.  Review payment schedule so that member understands repayment obligation. Follow-up and maintain pending loan queue.
4. Perform lending maintenance functions daily as needed.
5. Build and maintain complex loan portfolio that includes a variety of loans (automobile, personal credit cards, etc.) through cross selling, data mining, and member engagement with minimal errors.
6. Remain proficient on changes within the legal, regulatory, economic, competitive, and technology environments that may affect the Member Experience function. 
7. Provide expert consultative financial education and product recommendations to members using the ENGAGE model, and cross sell when applicable.
8. 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.
9. Responsible for obtaining clear title to collateral and dealing knowledgably with all title and CPI issues.  Assist members with CPI issues.
10. Performance to meet Tier I Contact Center Lending Consultant production guidelines.

Other Duties/Responsibilities

1. Deny loan applications not in conformance with BHFCU policies.  Prepare necessary notification and forms and provide relevant credit education.
2. Assist 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.
3. Maintain account accuracy by working various reports, workflows, and projects as requested.
4. Perform other duties as assigned.

Job Knowledge

1. Advanced knowledge and delivery in the ENGAGE model.
2. Working knowledge of digital services, member service, and teller functions.
3. Advanced knowledge of laws and regulations affecting lending transactions. Elevated knowledge of laws and regulations affecting member service transactions.
4. Advanced knowledge of the credit union's products and services.
5. Advanced knowledge of organization's policies/procedures and credit union's service philosophy.
6. Working knowledge of safety and security programs to include but not limited to information security, alarms, robberies, bomb threats and extortion.
7. Elevated knowledge of credit union's in-house computer system, Internet, and any other software programs.
8. Elevated knowledge of general ledger accounts pertinent to the department.
9. Elevated 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.

1. Vision:  A sighted person to effectively review documents.
2. Speech/Hearing:  Ability to communicate verbally and in writing with staff, members and vendors.
3. Manual Dexterity:  Ability to perform necessary computer-related input.
4. Physical Mobility:  Limited mobility required.  Requires the ability to work flexible hours.

Job Qualifications (Ability) 

1. Ability to understand and follow complex written and verbal instructions and disseminate that knowledge in a clear and understandable format to others.
2. 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.
3. Ability to prepare and maintain confidential records and reports.
4. 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.
5. Ability to analyze out of balance situations, statistics and financial data, gather, assemble, correlate, and interpret facts and develop solutions.
6. 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.
7. Ability to use a rational and organized approach to completing tasks.
8. Ability to serve members quickly and efficiently in a call center environment.
9. Ability to quickly transact loan services in loan queue via a variety of methods (text, phone call, and email, etc.).  
10. Ability to identify credit needs based on data mining, member engagement, and cross selling.
11. Advanced level of consultative skills to explain benefits of additional credit products in the best interest of the member.

Job Qualifications (Education/Experience)

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

Working Conditions

            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.

Job requires limited physical effort.  It is primarily a desk assignment.  Work within a highly structured and moderately 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 has a high volume and accelerated pace of work. 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 in a call center environment to interpret and act upon a wide range of situations.  The job requires a high degree of attention to detail.

This position is remote work eligible under certain circumstances.

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 and approved by manager prior to a remote work plan being developed.

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.

Qualifications