Black Hills Federal Credit Union
ITM - Member Services Representative
Black Hills Federal Credit Union, Rapid City, South Dakota, United States, 57700
Job Details
Job Location Corporate Office - Rapid City, SD
Secondary Job Location(s) Pettigrew - Sioux Falls, SD
Job Category Banking
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.
Pay Range (Hourly):$17.25 - $25.17 (Starting pay is based on a number of factors and may vary depending on job-related knowledge, skills, experience, and internal equity.)
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.
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 input. Physical Mobility: Limited mobility required. Requires the ability to work flexible hours. Job Qualifications (Ability)
Ability to understand and follow complex written and oral 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. 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 some latitude to make decisions and take initiative to resolve problems or unique circumstances. Ability to serve members quickly and efficiently in an ITM Center environment. Ability to use a rational and organized approach to completing tasks. Job Qualifications (Education/Experience)
- Job Levels:
ITM MSR I
Job requires a high school level of language, math and reasoning skills. Zero to two years relevant experience with equal responsibilities or communicating via virtual technology is acceptable. Formal training should be supplemented with continuing education. Demonstrate proficiency in skill areas outlined in the ITM MSR I expectation guidelines. ITM MSR II
Meets all requirements for ITM MSR I. Six months or more relevant experience as ITM MSR I or in a similar role. Assist in on-the-job training for new team members. Demonstrated ability to provide support for more junior team members. Demonstrate an elevated level of job knowledge in each of the job knowledge areas mentioned above. Demonstrate proficiency in skill areas outlined in the ITM MSR II expectation guidelines. 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.
This position is remote work eligible under certain circumstances.
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing/descending stairs in an emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on a computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must be 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 the 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.
Job Location Corporate Office - Rapid City, SD
Secondary Job Location(s) Pettigrew - Sioux Falls, SD
Job Category Banking
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.
Pay Range (Hourly):$17.25 - $25.17 (Starting pay is based on a number of factors and may vary depending on job-related knowledge, skills, experience, and internal equity.)
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.
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 input. Physical Mobility: Limited mobility required. Requires the ability to work flexible hours. Job Qualifications (Ability)
Ability to understand and follow complex written and oral 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. 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 some latitude to make decisions and take initiative to resolve problems or unique circumstances. Ability to serve members quickly and efficiently in an ITM Center environment. Ability to use a rational and organized approach to completing tasks. Job Qualifications (Education/Experience)
- Job Levels:
ITM MSR I
Job requires a high school level of language, math and reasoning skills. Zero to two years relevant experience with equal responsibilities or communicating via virtual technology is acceptable. Formal training should be supplemented with continuing education. Demonstrate proficiency in skill areas outlined in the ITM MSR I expectation guidelines. ITM MSR II
Meets all requirements for ITM MSR I. Six months or more relevant experience as ITM MSR I or in a similar role. Assist in on-the-job training for new team members. Demonstrated ability to provide support for more junior team members. Demonstrate an elevated level of job knowledge in each of the job knowledge areas mentioned above. Demonstrate proficiency in skill areas outlined in the ITM MSR II expectation guidelines. 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.
This position is remote work eligible under certain circumstances.
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing/descending stairs in an emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on a computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must be 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 the 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.