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Black Hills Federal Credit Union · 3 months ago

ITM - Member Services Representative

Rapid City, SD, USA

Full-time

Onsite

New Grad, Entry, Mid Level

$17.25/hr - $25.17/hr

0+ years exp

Black Hills Federal Credit Union is dedicated to improving the lives of its members through a cooperative structure rooted in the philosophy of people helping people. The Member Services Representative will provide various services to members via ITM Department channels, including teller transactions, member services, and digital support, while ensuring compliance with legal and regulatory standards.

AccountingConsultingCredit BureauFinanceFinancial ServicesLending

Growth Opportunities

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

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

Qualification

Member service knowledgeENGAGE modelCredit union regulationsVirtual technology communicationCash handlingConfidential record maintenanceCustomer serviceTeam collaborationProblem-solvingTime management

Required

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

Demonstrate proficiency in skill areas outlined in the ITM MSR I expectation guidelines

Six months or more relevant experience as ITM MSR I or in a similar role for ITM MSR II

Assist in on-the-job training for new team members for ITM MSR II

Demonstrate ability to provide support for more junior team members for ITM MSR II

Demonstrate an elevated level of job knowledge in each of the job knowledge areas mentioned above for ITM MSR II

Demonstrate proficiency in skill areas outlined in the ITM MSR II expectation guidelines

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

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

Vision: A sighted person to effectively review documents

Speech/Hearing: Ability to communicate verbally and in writing with staff, members and vendors