Black Hills Federal Credit Union
Member Experience Consultant l
Black Hills Federal Credit Union, Sioux Falls, South Dakota, United States, 57102
Member Experience Consultant – Black Hills Federal Credit Union
Location: Sioux Falls, SD
Salary: $61,800.00 – $65,600.00
Company Overview Black Hills Federal Credit Union (BHFCU) is committed to improving the lives of our members every day. Rooted in the credit‑union philosophy of people helping people, BHFCU operates with a simple premise: everyone who interacts with us receives equal and just treatment, devoid of intolerance, false judgment, racism, or discrimination.
General Purpose Responsible for providing outstanding lending and member service while actively encouraging and educating members on the 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.
Perform teller transactions, when appropriate, including but not limited to change orders and business deposits.
Perform member service tasks on a daily basis, including opening new consumer memberships, new youth memberships, maintaining all account types, processing credit card applications, assisting members with online banking support, issuing and servicing instant issue and member select PIN requests, handling quick‑draw loans, wire transfers, notaries, ordering checks, updating addresses and phone numbers, opening certificates and sub‑share accounts, changing account types, funding personal and auto loans, and closing memberships.
Provide information and take applications for a variety of consumer loans (auto, recreational vehicle, personal, credit cards, secured loans) following Credit Union procedures and policies. Follow up and maintain the pending loan queue; assist members with loan payment issues.
Remain current on changes within the legal, regulatory, economic, competitive, and technology environments that may affect teller, member services, or lending functions.
Obtain clear title to collateral and deal knowledgably with all title and CPI issues; assist members with CPI issues.
Educate and inform members of all BHFCU products and services, cross‑sell when applicable using the ENGAGE model, and make referrals when appropriate.
Meet production goals and performance expectations.
Other Duties / Responsibilities
Maintain account accuracy by working various reports, workflows, and projects as requested.
When applicable, request members to bring accounts positive and maintain minimum balance requirements; request members make payments on delinquent loans or over‑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 under the direction of the Branch Manager or Market VP.
Perform other duties as 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 service philosophy.
Knowledge of safety and security programs, including 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)
Vision: 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; ability to carry bags of coin or other items up to 30 lbs. occasionally; ability to work flexible hours.
Job Qualifications (Ability)
Understand and follow complex written and verbal instructions and disseminate knowledge clearly.
Operate multiple monitors and software systems simultaneously without interfering with member service.
Express oneself clearly and concisely, orally and in writing.
Interact positively with co‑workers, management, and the public to promote a team effort and maintain a positive attitude under extreme pressure.
Prepare and maintain confidential records and reports.
Produce a high volume of work in a timely manner that is accurate, complete, and of high quality; prioritize work and handle multiple tasks simultaneously.
Analyze out‑of‑balance situations, statistics, and financial data; gather, assemble, correlate, and interpret facts and develop solutions.
Work within standardized guidelines, taking initiative to resolve problems even in unique circumstances.
Use a rational and organized approach to completing tasks.
Job Levels / Education & Experience 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 essential job duties/responsibilities, job knowledge, and qualifications.
Formal training 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.
Meets all qualifications for Consultant I.
Elevated understanding of all knowledge requirements.
Responsible for opening IRAs, business accounts, estate accounts, and trust accounts.
Responsible for providing and taking applications for all loans required of an MXC I, home equity, home improvement, mobile home, and business loans.
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). Formal training supplemented with continuing education.
Meets all qualifications for Consultant II.
Advanced understanding of all knowledge requirements.
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; equivalent experience in the financial services industry may be considered.
Meets all qualifications for Consultant III.
Expert understanding of all knowledge requirements; effectively communicate with all levels of the organization and outside parties.
Assist in ensuring procedures are up to date by informing staff or updating procedures as requested.
Act as a back‑up to the Branch manager, if requested.
Performance expectations to meet Tier IV production goals.
Production / Business Track
Take applications for commercial/business loans; gather documentation to support deposit and/or lending needs of business members.
Seek opportunities to expand Credit Union relationships by actively recruiting business customers and pursuing a business development relationship.
Leadership Track
Working knowledge of management techniques to enhance staff productivity and serve as a mentor to peers.
Work within established guidelines, making decisions and initiatives to resolve problems or unique circumstances.
Build trusted relationships and promote collaboration with peers; maintain professionalism, friendliness, and courtesy.
Physical Requirements
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs.
Capable of climbing/descending stairs in emergency situations.
Operate routine office equipment: telephone, copier, facsimile, calculator.
Work on computer for an average of 6‑8 hours per day.
Work extended hours when required or requested by management.
Maintain regular, reliable, and timely attendance.
Working Conditions & Mental Requirements
Occasional travel to other Branch locations or community events may be required.
Job requires limited physical effort, primarily desk assignment, in a highly structured and closely supervised environment.
Ability to function in a fast‑paced area and handle multiple tasks simultaneously.
Job requires moderate stress during certain periods of daily routine; requires high degree of mental concentration and attention to detail.
Must perform responsibilities with composure under deadlines and high accuracy requirements; handle multiple priorities and exercise 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. BHFCU adheres to all federal and state labor laws regarding termination and probationary periods. This position is also subject to all BHFCU personnel policies. Changes may be made to this job description at any time by the President. BHFCU 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.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Management and Manufacturing
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Salary: $61,800.00 – $65,600.00
Company Overview Black Hills Federal Credit Union (BHFCU) is committed to improving the lives of our members every day. Rooted in the credit‑union philosophy of people helping people, BHFCU operates with a simple premise: everyone who interacts with us receives equal and just treatment, devoid of intolerance, false judgment, racism, or discrimination.
General Purpose Responsible for providing outstanding lending and member service while actively encouraging and educating members on the 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.
Perform teller transactions, when appropriate, including but not limited to change orders and business deposits.
Perform member service tasks on a daily basis, including opening new consumer memberships, new youth memberships, maintaining all account types, processing credit card applications, assisting members with online banking support, issuing and servicing instant issue and member select PIN requests, handling quick‑draw loans, wire transfers, notaries, ordering checks, updating addresses and phone numbers, opening certificates and sub‑share accounts, changing account types, funding personal and auto loans, and closing memberships.
Provide information and take applications for a variety of consumer loans (auto, recreational vehicle, personal, credit cards, secured loans) following Credit Union procedures and policies. Follow up and maintain the pending loan queue; assist members with loan payment issues.
Remain current on changes within the legal, regulatory, economic, competitive, and technology environments that may affect teller, member services, or lending functions.
Obtain clear title to collateral and deal knowledgably with all title and CPI issues; assist members with CPI issues.
Educate and inform members of all BHFCU products and services, cross‑sell when applicable using the ENGAGE model, and make referrals when appropriate.
Meet production goals and performance expectations.
Other Duties / Responsibilities
Maintain account accuracy by working various reports, workflows, and projects as requested.
When applicable, request members to bring accounts positive and maintain minimum balance requirements; request members make payments on delinquent loans or over‑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 under the direction of the Branch Manager or Market VP.
Perform other duties as 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 service philosophy.
Knowledge of safety and security programs, including 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)
Vision: 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; ability to carry bags of coin or other items up to 30 lbs. occasionally; ability to work flexible hours.
Job Qualifications (Ability)
Understand and follow complex written and verbal instructions and disseminate knowledge clearly.
Operate multiple monitors and software systems simultaneously without interfering with member service.
Express oneself clearly and concisely, orally and in writing.
Interact positively with co‑workers, management, and the public to promote a team effort and maintain a positive attitude under extreme pressure.
Prepare and maintain confidential records and reports.
Produce a high volume of work in a timely manner that is accurate, complete, and of high quality; prioritize work and handle multiple tasks simultaneously.
Analyze out‑of‑balance situations, statistics, and financial data; gather, assemble, correlate, and interpret facts and develop solutions.
Work within standardized guidelines, taking initiative to resolve problems even in unique circumstances.
Use a rational and organized approach to completing tasks.
Job Levels / Education & Experience 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 essential job duties/responsibilities, job knowledge, and qualifications.
Formal training 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.
Meets all qualifications for Consultant I.
Elevated understanding of all knowledge requirements.
Responsible for opening IRAs, business accounts, estate accounts, and trust accounts.
Responsible for providing and taking applications for all loans required of an MXC I, home equity, home improvement, mobile home, and business loans.
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). Formal training supplemented with continuing education.
Meets all qualifications for Consultant II.
Advanced understanding of all knowledge requirements.
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; equivalent experience in the financial services industry may be considered.
Meets all qualifications for Consultant III.
Expert understanding of all knowledge requirements; effectively communicate with all levels of the organization and outside parties.
Assist in ensuring procedures are up to date by informing staff or updating procedures as requested.
Act as a back‑up to the Branch manager, if requested.
Performance expectations to meet Tier IV production goals.
Production / Business Track
Take applications for commercial/business loans; gather documentation to support deposit and/or lending needs of business members.
Seek opportunities to expand Credit Union relationships by actively recruiting business customers and pursuing a business development relationship.
Leadership Track
Working knowledge of management techniques to enhance staff productivity and serve as a mentor to peers.
Work within established guidelines, making decisions and initiatives to resolve problems or unique circumstances.
Build trusted relationships and promote collaboration with peers; maintain professionalism, friendliness, and courtesy.
Physical Requirements
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs.
Capable of climbing/descending stairs in emergency situations.
Operate routine office equipment: telephone, copier, facsimile, calculator.
Work on computer for an average of 6‑8 hours per day.
Work extended hours when required or requested by management.
Maintain regular, reliable, and timely attendance.
Working Conditions & Mental Requirements
Occasional travel to other Branch locations or community events may be required.
Job requires limited physical effort, primarily desk assignment, in a highly structured and closely supervised environment.
Ability to function in a fast‑paced area and handle multiple tasks simultaneously.
Job requires moderate stress during certain periods of daily routine; requires high degree of mental concentration and attention to detail.
Must perform responsibilities with composure under deadlines and high accuracy requirements; handle multiple priorities and exercise 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. BHFCU adheres to all federal and state labor laws regarding termination and probationary periods. This position is also subject to all BHFCU personnel policies. Changes may be made to this job description at any time by the President. BHFCU 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.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Management and Manufacturing
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