Customer Experience Consultant jobs in Cody, WY

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.

General Purpose: Responsible for providing outstanding lending and member service in all the areas of member services as well as business and consumer lending.

Essential Duties/Responsibilities

1. Welcome members to the Branch and guide them to the ITMs when appropriate. Provide education for using the ITMs.
2. Responsible for performing teller transactions, when appropriate, to include but not limited to change orders and business deposits.
3. Perform member service tasks on a daily basis to include but not limited to: opening new consumer memberships, new youth memberships, maintenance of all account types, credit card applications, assisting members with online banking support, instant issue and member select PIN requests, quick draw loans, wire transfers, notaries, ordering checks, address and phone number updates, opening certificates and sub share accounts, changing account types, funding both personal and auto loans, and closing memberships.
4. Responsible for providing information and taking applications for a variety of consumer loans including auto and recreational vehicle loans, personal loans, credit cards, secured loans, home equity and home improvement loans, mobile home loans and business loans following Credit Union procedures and policies. Follow-up and maintain pending loan queue. Maintain loan information and follow-up documentation. Assist members with loan payment issues.
5. Remain current on changes within the legal, regulatory, economic, competitive, and technology environments that may affect the Teller, Member Services, and Lending functions.
6. Responsible for obtaining clear title to collateral and dealing knowledgably with all title and CPI issues. Assist members with CPI issues.
7. Educate and inform members of all BHFCU products and services, and cross-sell when applicable, using the ENGAGE model. Make referrals when appropriate.
8. Responsible for opening IRAs, business accounts, estate accounts, and trust accounts.
9. Performance expectations to meet Tier II production goals.

Other Duties/Responsibilities

1. Maintain account accuracy by working various reports, workflows, and projects as requested.
2. When applicable, request members to bring accounts positive and to maintain minimum balance requirements. Request members make payments on delinquent loans or over-the-limit-credit card balances.
3. Provide coverage at other Branch locations, in the contact center, or through other channels as needed.
4. Build relationships with local businesses and community organizations with the direction of the Branch Manager or Market VP.
5. Perform other duties as may be assigned.

Job Knowledge

1. Elevated knowledge of laws and regulations affecting teller, member service and lending transactions.
2. Elevated knowledge of general ledger accounts pertinent to the department.
3. Elevated knowledge of the credit union's products and services.
4. Elevated knowledge of organization's policies/procedures and Credit Union's service philosophy.
5. Elevated knowledge of safety and security programs to include but not limited to information security, alarms, robberies, bomb threats and extortion.
6. Elevated knowledge of credit union's in-house computer system, Internet and any relevant software programs.
7. Elevated knowledge and delivery of the ENGAGE model.
8. Elevated knowledge of opening and closing procedures.

Job Qualifications (Skills)

BHFCU 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.

1. Vision: A sighted person to effectively review documents.
2. Speech/Hearing: Ability to communicate verbally and in writing with staff, members and vendors.
3. Manual Dexterity: Ability to perform necessary computer-related input.
4. Physical Mobility: Limited mobility required. Requires the ability to work flexible hours.

Job Qualifications (Ability)

1. Ability to understand and follow complex written and oral instructions and disseminate that knowledge in a clear and understandable format to others.
2. Ability to operate multiple monitors and software systems simultaneously without interfering with member service.
3. Ability to express oneself clearly and concisely, both orally and in writing.
4. 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.
5. Ability to prepare and maintain confidential records and reports.
6. 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.
7. Ability to analyze out-of-balance situations, statistics and financial data, gather, assemble, correlate, and interpret facts and develop solutions.
8. Ability to work within precise standardized guidelines with some latitude to make decisions and take initiative to resolve problems or unique circumstances.
9. Ability to use a rational and organized approach to completing tasks.

Job Qualifications (Education/Experience)

Job requires a two-year college level of language, math and reasoning skills. Two to five years of relevant experience preferred. Formal training should be supplemented with continuing education.

Working Conditions

Material and Equipment Involved

• Interactive Teller Machines
• Drive-up Equipment
• In-House Computer System
• Multi-functional Device
• Instant Issue Machine
• 10-Key Calculator
• Self-service Coin Machine
• Coin Counter / Sorter / Roller
• Currency Counter
• Scanner
• ZON Terminal
• 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

Job requires limited physical effort. It is primarily a desk assignment. 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.

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.

Qualifications