Member Services Representative I

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    "jobTitle": "Member Services Representative I",
    "location": "Corporate Office - Rapid City, SD 57702",
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    "description": "<p style=\"text-align:center\"><span style=\"font-family:Arial,sans-serif\"><strong><u>Who We Are</u></strong></span></p>\n\n<p style=\"text-align:center\">&nbsp;</p>\n\n<p style=\"text-align:center\"><span style=\"font-family:Arial,sans-serif\"><em>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, &quot;We Improve Lives.&quot; 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.</em></span></p>\n\n<p style=\"text-align:center\"><span style=\"font-family:Arial,sans-serif\"><em>At Black Hills Federal Credit Union (BHFCU), we&rsquo;re committed to improving the lives of our members every day, and we look for people who share that passion. Don&rsquo;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.</em></span></p>\n\n<p><span style=\"font-family:Arial,sans-serif\"><strong>General Purpose:</strong>&nbsp; Provide multiple services to members via Contact Center channels in the areas of member services, teller transactions, and digital support.</span></p>\n\n<p><span style=\"font-family:Arial,sans-serif\"><strong>Essential Duties/Responsibilities</strong></span></p>\n\n<ul>\n\t<li><span style=\"font-family:Arial,sans-serif\">Assist members by telephone, online chat, or text; determine nature of the member&#39;s business and whether to transact the member&#39;s request or refer the member to the proper staff person.</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Provide support to members regarding digital services to include online banking, mobile app, online bill pay, account to account transfers, and other digital services. </span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Responsible for providing information, processing membership applications, performing account maintenance, researching transactional inquiries, and other member service-related functions following Credit Union procedures and policies.&nbsp; </span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Assist members with loan payment issues, ACH setup and maintenance.</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Perform other member service and teller functions on a daily basis as needed. </span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Assist with lending maintenance functions for existing loans and provide necessary support with related inquiries from members.</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Educate and inform members of all BHFCU products and services, and cross-sell when applicable using the ENGAGE model.&nbsp; Make referrals when appropriate.</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Performance to meet Tier I Contact Center MSR production guidelines.</span></li>\n</ul>\n\n<p><span style=\"font-family:Arial,sans-serif\"><strong>Other Duties/Responsibilities</strong></span></p>\n\n<ul>\n\t<li><span style=\"font-family:Arial,sans-serif\">Maintain account accuracy by working various reports, workflows, and projects as requested.</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Remain current on changes within the legal, regulatory, economic, competitive, and technology environments that may affect the Member Service function.&nbsp; </span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Perform other duties as may be assigned.</span></li>\n</ul>\n\n<p><span style=\"font-family:Arial,sans-serif\"><strong>Job Knowledge</strong></span></p>\n\n<ul>\n\t<li><span style=\"font-family:Arial,sans-serif\">Working knowledge and delivery of the ENGAGE model.</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Working knowledge of laws and regulations affecting member service transactions.</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Working knowledge of the credit union&#39;s products and services.</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Working knowledge of organization&#39;s policies/procedures and credit union&#39;s service philosophy. </span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Working knowledge of safety and security programs to include but not limited to information security, alarms, robberies, bomb threats and extortion.</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Working knowledge of credit union&#39;s in-house computer system, Internet, and any other software programs. </span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Working knowledge of general ledger accounts pertinent to the department.</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Working knowledge of opening and closing procedures.</span></li>\n</ul>\n\n<p><span style=\"font-family:Arial,sans-serif\"><strong>Job Qualifications (Skills)</strong> </span></p>\n\n<p><span style=\"font-family:Arial,sans-serif\">BHFCU is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.&nbsp; The following list outlines the physical considerations that are normally encountered in this job.</span></p>\n\n<ul>\n\t<li><span style=\"font-family:Arial,sans-serif\">Vision:&nbsp; A sighted person to effectively review documents.</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Speech/Hearing:&nbsp; Ability to communicate verbally and in writing with staff, members and vendors.</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Manual Dexterity:&nbsp; Ability to perform necessary computer-related input.</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Physical Mobility:&nbsp; Limited mobility required.&nbsp; Requires the ability to work flexible hours.</span></li>\n</ul>\n\n<p><span style=\"font-family:Arial,sans-serif\"><strong>Job Qualifications (Ability)</strong>&nbsp; </span></p>\n\n<ul>\n\t<li><span style=\"font-family:Arial,sans-serif\">Ability to understand and follow complex written and oral instructions and disseminate that knowledge in a clear and understandable format to others.</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">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.</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Ability to prepare and maintain confidential records and reports. </span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Ability to produce a high volume of work in a timely manner that is accurate and of high quality.&nbsp; Ability to prioritize work.&nbsp; Ability to handle multiple tasks simultaneously.</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Ability to analyze out of balance situations, statistics and financial data, gather, assemble, correlate, and interpret facts and develop solutions.</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Ability to work within precise standardized guidelines with some latitude to make decisions and take initiative to resolve problems or unique circumstances with minimal errors.</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Ability to serve members quickly and efficiently in a call center environment. </span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Ability to use a rational and organized approach to completing tasks.</span></li>\n</ul>\n\n<p>&nbsp;</p>\n\n<p><span style=\"font-family:Arial,sans-serif\"><strong>Job Qualifications (Education/Experience)</strong> </span></p>\n\n<p><span style=\"font-family:Arial,sans-serif\">Job requires a two-year college level of language, math and reasoning skills or equivalent experience. Zero to two years of relevant experience preferred. Formal training should be supplemented with continuing education. </span></p>\n\n<p>&nbsp;</p>\n\n<p><span style=\"font-family:Arial,sans-serif\"><strong>Working Conditions</strong></span></p>\n\n<p><span style=\"font-family:Arial,sans-serif\"><strong>Material and Equipment Involved</strong> </span></p>\n\n<ul>\n\t<li><span style=\"font-family:Arial,sans-serif\">Interactive Teller Machines&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; &middot;&nbsp; </span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Multi-functional Device&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Teleprompter&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Interactive Video&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Webcam&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Phone/Headset</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">In-house computer system</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">10-Key Calculator</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">In-house Instant messaging system</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Salesforce</span></li>\n</ul>\n\n<p>&nbsp;</p>\n\n<p><span style=\"font-family:Arial,sans-serif\"><strong>Work Environment/Physical&nbsp;</strong></span><span style=\"font-family:Arial,sans-serif\"><strong>Activities</strong></span></p>\n\n<p><span style=\"font-family:Calibri,sans-serif\"><span style=\"font-family:Arial,sans-serif\">Occasional travel to one of BHFCU&rsquo;s branch locations or attendance at community events may be required</span></span></p>\n\n<p><span style=\"font-family:Arial,sans-serif\">Job requires limited physical effort.&nbsp; It is primarily a desk assignment.&nbsp; Work is performed within a highly structured and closely 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 does not have specific volume and pace of work standards except that the 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 to interpret and act upon a wide range of situations. The job requires a degree of attention to detail.</span></p>\n\n<p><span style=\"font-family:Calibri,sans-serif\"><span style=\"font-family:Arial,sans-serif\">This position is remote work eligible under certain circumstances.</span></span></p>\n\n<p><span style=\"font-family:Calibri,sans-serif\"><span style=\"font-family:Arial,sans-serif\">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 prior to a remote work plan being developed.</span></span></p>\n\n<p><span style=\"font-family:Arial,sans-serif\"><strong>Notice:</strong>&nbsp; This job description is not intended to be, nor should it be construed as, a contract or guarantee of employment.&nbsp; Black Hills Federal Credit Union adheres to all federal and state labor laws regarding termination and probationary periods.&nbsp; This position is also subject to all the personnel policies of Black Hills Federal Credit Union.&nbsp; Changes may be made to this job description at any time by the President.&nbsp; Black Hills Federal Credit Union is an equal opportunity employer.</span></p>\n\n<p><span style=\"font-family:Arial,sans-serif\"><span style=\"background-color:#ffffff\"><span style=\"font-family:Calibri,sans-serif\"><span style=\"color:#444444\">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.</span></span></span></span></p>\n",
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Our onboarding includes an orientation program with ongoing training to help staff further their career at BHFCU by building on their existing strengths.\\n\\nGeneral Purpose:&nbsp; Provide multiple services to members via Contact Center channels in the areas of member services, teller transactions, and digital support.\\n\\nEssential Duties/Responsibilities\\n\\n\\n\\tAssist members by telephone, online chat, or text; determine nature of the member&#39;s business and whether to transact the member&#39;s request or refer the member to the proper staff person.\\n\\tProvide support to members regarding digital services to include online banking, mobile app, online bill pay, account to account transfers, and other digital services. \\n\\tResponsible for providing information, processing membership applications, performing account maintenance, researching transactional inquiries, and other member service-related functions following Credit Union procedures and policies.&nbsp; \\n\\tAssist members with loan payment issues, ACH setup and maintenance.\\n\\tPerform other member service and teller functions on a daily basis as needed. \\n\\tAssist with lending maintenance functions for existing loans and provide necessary support with related inquiries from members.\\n\\tEducate and inform members of all BHFCU products and services, and cross-sell when applicable using the ENGAGE model.&nbsp; Make referrals when appropriate.\\n\\tPerformance to meet Tier I Contact Center MSR production guidelines.\\n\\n\\nOther Duties/Responsibilities\\n\\n\\n\\tMaintain account accuracy by working various reports, workflows, and projects as requested.\\n\\tRemain current on changes within the legal, regulatory, economic, competitive, and technology environments that may affect the Member Service function.&nbsp; \\n\\tPerform other duties as may be assigned.\\n\\n\\nJob Knowledge\\n\\n\\n\\tWorking knowledge and delivery of the ENGAGE model.\\n\\tWorking knowledge of laws and regulations affecting member service transactions.\\n\\tWorking knowledge of the credit union&#39;s products and services.\\n\\tWorking knowledge of organization&#39;s policies/procedures and credit union&#39;s service philosophy. \\n\\tWorking knowledge of safety and security programs to include but not limited to information security, alarms, robberies, bomb threats and extortion.\\n\\tWorking knowledge of credit union&#39;s in-house computer system, Internet, and any other software programs. \\n\\tWorking knowledge of general ledger accounts pertinent to the department.\\n\\tWorking knowledge of opening and closing procedures.\\n\\n\\nJob Qualifications (Skills) \\n\\nBHFCU is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.&nbsp; The following list outlines the physical considerations that are normally encountered in this job.\\n\\n\\n\\tVision:&nbsp; A sighted person to effectively review documents.\\n\\tSpeech/Hearing:&nbsp; Ability to communicate verbally and in writing with staff, members and vendors.\\n\\tManual Dexterity:&nbsp; Ability to perform necessary computer-related input.\\n\\tPhysical Mobility:&nbsp; Limited mobility required.&nbsp; Requires the ability to work flexible hours.\\n\\n\\nJob Qualifications (Ability)&nbsp; \\n\\n\\n\\tAbility to understand and follow complex written and oral instructions and disseminate that knowledge in a clear and understandable format to others.\\n\\tAbility to interact positively with co-workers, management, and the public to promote a team effort and maintain a positive attitude even under extreme pressure.\\n\\tAbility to prepare and maintain confidential records and reports. \\n\\tAbility to produce a high volume of work in a timely manner that is accurate and of high quality.&nbsp; Ability to prioritize work.&nbsp; Ability to handle multiple tasks simultaneously.\\n\\tAbility to analyze out of balance situations, statistics and financial data, gather, assemble, correlate, and interpret facts and develop solutions.\\n\\tAbility to work within precise standardized guidelines with some latitude to make decisions and take initiative to resolve problems or unique circumstances with minimal errors.\\n\\tAbility to serve members quickly and efficiently in a call center environment. \\n\\tAbility to use a rational and organized approach to completing tasks.\\n\\n\\n&nbsp;\\n\\nJob Qualifications (Education/Experience) \\n\\nJob requires a two-year college level of language, math and reasoning skills or equivalent experience. Zero to two years of relevant experience preferred. Formal training should be supplemented with continuing education. \\n\\n&nbsp;\\n\\nWorking Conditions\\n\\nMaterial and Equipment Involved \\n\\n\\n\\tInteractive Teller Machines&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; &middot;&nbsp; \\n\\tMulti-functional Device&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; \\n\\tTeleprompter&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; \\n\\tInteractive Video&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; \\n\\tWebcam&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; \\n\\tPhone/Headset\\n\\tIn-house computer system\\n\\t10-Key Calculator\\n\\tIn-house Instant messaging system\\n\\tSalesforce\\n\\n\\n&nbsp;\\n\\nWork Environment/Physical&nbsp;Activities\\n\\nOccasional travel to one of BHFCU&rsquo;s branch locations or attendance at community events may be required\\n\\nJob requires limited physical effort.&nbsp; It is primarily a desk assignment.&nbsp; Work is performed within a highly structured and closely 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 does not have specific volume and pace of work standards except that the 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 to interpret and act upon a wide range of situations. The job requires a degree of attention to detail.\\n\\nThis position is remote work eligible under certain circumstances.\\n\\nThis 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 prior to a remote work plan being developed.\\n\\nNotice:&nbsp; This job description is not intended to be, nor should it be construed as, a contract or guarantee of employment.&nbsp; Black Hills Federal Credit Union adheres to all federal and state labor laws regarding termination and probationary periods.&nbsp; This position is also subject to all the personnel policies of Black Hills Federal Credit Union.&nbsp; Changes may be made to this job description at any time by the President.&nbsp; Black Hills Federal Credit Union is an equal opportunity employer.\\n\\nBlack 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.\\nQualifications\",\"responsibilities\":\"Who We Are\\n\\n&nbsp;\\n\\nWe 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, &quot;We Improve Lives.&quot; 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.\\n\\nAt Black Hills Federal Credit Union (BHFCU), we&rsquo;re committed to improving the lives of our members every day, and we look for people who share that passion. Don&rsquo;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.\\n\\nGeneral Purpose:&nbsp; Provide multiple services to members via Contact Center channels in the areas of member services, teller transactions, and digital support.\\n\\nEssential Duties/Responsibilities\\n\\n\\n\\tAssist members by telephone, online chat, or text; determine nature of the member&#39;s business and whether to transact the member&#39;s request or refer the member to the proper staff person.\\n\\tProvide support to members regarding digital services to include online banking, mobile app, online bill pay, account to account transfers, and other digital services. \\n\\tResponsible for providing information, processing membership applications, performing account maintenance, researching transactional inquiries, and other member service-related functions following Credit Union procedures and policies.&nbsp; \\n\\tAssist members with loan payment issues, ACH setup and maintenance.\\n\\tPerform other member service and teller functions on a daily basis as needed. \\n\\tAssist with lending maintenance functions for existing loans and provide necessary support with related inquiries from members.\\n\\tEducate and inform members of all BHFCU products and services, and cross-sell when applicable using the ENGAGE model.&nbsp; Make referrals when appropriate.\\n\\tPerformance to meet Tier I Contact Center MSR production guidelines.\\n\\n\\nOther Duties/Responsibilities\\n\\n\\n\\tMaintain account accuracy by working various reports, workflows, and projects as requested.\\n\\tRemain current on changes within the legal, regulatory, economic, competitive, and technology environments that may affect the Member Service function.&nbsp; \\n\\tPerform other duties as may be assigned.\\n\\n\\nJob Knowledge\\n\\n\\n\\tWorking knowledge and delivery of the ENGAGE model.\\n\\tWorking knowledge of laws and regulations affecting member service transactions.\\n\\tWorking knowledge of the credit union&#39;s products and services.\\n\\tWorking knowledge of organization&#39;s policies/procedures and credit union&#39;s service philosophy. \\n\\tWorking knowledge of safety and security programs to include but not limited to information security, alarms, robberies, bomb threats and extortion.\\n\\tWorking knowledge of credit union&#39;s in-house computer system, Internet, and any other software programs. \\n\\tWorking knowledge of general ledger accounts pertinent to the department.\\n\\tWorking knowledge of opening and closing procedures.\\n\\n\\nJob Qualifications (Skills) \\n\\nBHFCU is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.&nbsp; The following list outlines the physical considerations that are normally encountered in this job.\\n\\n\\n\\tVision:&nbsp; A sighted person to effectively review documents.\\n\\tSpeech/Hearing:&nbsp; Ability to communicate verbally and in writing with staff, members and vendors.\\n\\tManual Dexterity:&nbsp; Ability to perform necessary computer-related input.\\n\\tPhysical Mobility:&nbsp; Limited mobility required.&nbsp; Requires the ability to work flexible hours.\\n\\n\\nJob Qualifications (Ability)&nbsp; \\n\\n\\n\\tAbility to understand and follow complex written and oral instructions and disseminate that knowledge in a clear and understandable format to others.\\n\\tAbility to interact positively with co-workers, management, and the public to promote a team effort and maintain a positive attitude even under extreme pressure.\\n\\tAbility to prepare and maintain confidential records and reports. \\n\\tAbility to produce a high volume of work in a timely manner that is accurate and of high quality.&nbsp; Ability to prioritize work.&nbsp; Ability to handle multiple tasks simultaneously.\\n\\tAbility to analyze out of balance situations, statistics and financial data, gather, assemble, correlate, and interpret facts and develop solutions.\\n\\tAbility to work within precise standardized guidelines with some latitude to make decisions and take initiative to resolve problems or unique circumstances with minimal errors.\\n\\tAbility to serve members quickly and efficiently in a call center environment. \\n\\tAbility to use a rational and organized approach to completing tasks.\\n\\n\\n&nbsp;\\n\\nJob Qualifications (Education/Experience) \\n\\nJob requires a two-year college level of language, math and reasoning skills or equivalent experience. Zero to two years of relevant experience preferred. Formal training should be supplemented with continuing education. \\n\\n&nbsp;\\n\\nWorking Conditions\\n\\nMaterial and Equipment Involved \\n\\n\\n\\tInteractive Teller Machines&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; &middot;&nbsp; \\n\\tMulti-functional Device&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; \\n\\tTeleprompter&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; \\n\\tInteractive Video&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; \\n\\tWebcam&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; \\n\\tPhone/Headset\\n\\tIn-house computer system\\n\\t10-Key Calculator\\n\\tIn-house Instant messaging system\\n\\tSalesforce\\n\\n\\n&nbsp;\\n\\nWork Environment/Physical&nbsp;Activities\\n\\nOccasional travel to one of BHFCU&rsquo;s branch locations or attendance at community events may be required\\n\\nJob requires limited physical effort.&nbsp; It is primarily a desk assignment.&nbsp; Work is performed within a highly structured and closely 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 does not have specific volume and pace of work standards except that the 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 to interpret and act upon a wide range of situations. The job requires a degree of attention to detail.\\n\\nThis position is remote work eligible under certain circumstances.\\n\\nThis 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 prior to a remote work plan being developed.\\n\\nNotice:&nbsp; This job description is not intended to be, nor should it be construed as, a contract or guarantee of employment.&nbsp; Black Hills Federal Credit Union adheres to all federal and state labor laws regarding termination and probationary periods.&nbsp; This position is also subject to all the personnel policies of Black Hills Federal Credit Union.&nbsp; Changes may be made to this job description at any time by the President.&nbsp; Black Hills Federal Credit Union is an equal opportunity employer.\\n\\nBlack 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.\\n\",\"employmentType\":\"OTHER\",\"hiringOrganization\":{\"@type\":\"Organization\",\"name\":\"BLACK HILLS FEDERAL CREDIT UNION\",\"logo\":\"https://www.paycomonline.net/v4/ats/web.php/application/style/logo?clientkey=08C489536736DC74D2C102147A2A4AA5\"},\"jobLocation\":{\"@type\":\"Place\",\"address\":{\"streetAddress\":\"2700 N Plaza Dr\",\"addressLocality\":\"Rapid City\",\"addressRegion\":\"SD\",\"postalCode\":57702,\"addressCountry\":\"USA\"}},\"industry\":\"Banking\",\"validThrough\":\"-0001-11-30\"}",
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