ITM - Member Services Representative

Job Details

Job Location: Corporate Office - Rapid City, SD 57702Job Category: Banking

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 via ITM Department channels in the areas of teller transactions, member services, digital support, and card service to members.

 

Starting pay: $17.50 (may increase depending on relevant experience)

 

Essential Duties/Responsibilities

• Assist members through the ITM to determine the nature of the request and whether to transact the member's request or refer the member to the proper staff person.
• Responsible for accurately balancing a virtual cash drawer.
• Perform teller and member service functions daily as needed.
• Remain current on changes within the legal, regulatory, economic, competitive, and technology environments that may affect the MSR function.
• Responsible for requesting members bring accounts positive and to minimum required balances.  Responsible for and requesting members make payments on delinquent loans and over-the-limit credit card balances. 
• Responsible for providing account information, performing limited account maintenance, researching transactional inquiries, and other member service-related functions following Credit Union procedures and policies. 
• Educate and inform members of all BHFCU products and services, and cross-sell when applicable using the ENGAGE model.  Make referrals when appropriate.

Other Duties/Responsibilities

• Maintain account accuracy by working various reports, workflows, and projects as requested.
• Remain current on changes within the legal, regulatory, economic, competitive, and technology environments that may affect the teller, member service, cards, or digital services functions. 
• Perform other duties as may be assigned.

Job Knowledge

• Working knowledge and delivery of the ENGAGE model.
• Working knowledge of laws and regulations affecting member service transactions.
• Working knowledge of the credit union's products and services.
• Working knowledge of organization's policies/procedures and credit union's service philosophy.
• Working knowledge of safety and security program for false alarms, robberies, bomb threats and extortion.
• Working knowledge of credit union's in-house computer system, Internet, and any other software programs.
• Working knowledge of general ledger accounts pertinent to the department.
• Working knowledge of opening and closing procedures.

Job Qualifications (Skills)

Black Hills FCU 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 effectively review documents.
• Speech/Hearing: Ability to communicate verbally and in writing with staff, members and vendors.
• Manual Dexterity: Ability to perform necessary computer-related