Member Services Representative at Highmark Credit Union – Rapid City, South Dakota

Job Summary:

The primary purpose of this position is to assist Highmark Credit Union in living out our Mission, “To educate and inspire our Highmark family so that all can achieve success.” This is done by providing outstanding service to both internal and external members. In addition, this position is responsible for greeting guests, members and potential members as they enter our facility and engage them in conversation by smiling and providing immediate and attentive customer service for any of their financial or non-financial needs. The specialist will provide information on opening new accounts, processing account transactions including safe deposit, CDs, and IRAs, resolving problems, and assistance and information regarding products and services; providing expertise with respect to more complex Credit Union services and will serve as an administrator, director, and/or lead in a variety of capacities.

Essential Functions:

• Welcome members and guests; provide routine information concerning services
• Refer member or guest to appropriate team member to assist them with financial transactions or business needs.
• Assists members with opening and closing accounts, answers questions about products and services and resolves problems that are within their authority to resolve.
• Successfully cross-sells products/services to meet performance expectations.
• Assists other employees with technical problems and questions related to more complex member service tasks.
• Processes transactions for members.
• Receives and processes all incoming IRA rollovers.
• Establishes new accounts.
• Sends mandatory notices as required.
• Reviews all IRA-related tax forms for accuracy and compliance.
• Approves transmissions of IRA-related tax files to the IRS after verification.
• Assists in, or provides for, the training of employees on IRA products/services and ensures compliance with rules and regulations.
• Assists members with the daily operations of their card accounts; control issuing, blocking or renewal of cards.
• Continually seek opportunities to refer and cross-sells Credit Union products and services.
• Performs a variety of miscellaneous tasks including typing, filing, computer input and answering the telephone.
• Process and/or assist with wire transfers, stop payments, address changes and other service requests.
• Orders cards and sets up member files, verifies accuracy of cards issued, and prepares and balances related reports and accounts.
• Provides members with information and direction regarding their account status, requests, payments, and rights and obligations associated with the account, processes member requests for charge-backs according to established rules and regulations.
• Works with the Safe Deposit Box Operations, assists members with daily operations on their boxes.
• Records box rental information, payment, account changes, collects rental fees, issues keys, manages vendor contact regarding lock rotations and forced-entry, files safe deposit records.
• Ensures compliance with policies and procedures related to the security and privacy of operations are always enforced.
• Some travel may be required.
• Other duties as needed to drive the vision, mission and values of Highmark CU.

Professional Behavior:

• Effectively plan, organize workload, and schedule time to meet the demands of the position.
• Fulfills service promises to all people.
• Work in a cooperative and professional manner with Highmark CU staff.
• Treat all Highmark CU members and potential members with dignity and respect at all times.
• Exemplify excellent customer service with all members, potential members and staff.
• Consistently demonstration respect for and acceptance of differing capabilities, cultures, gender, age, sexual orientation, and/or personalities.
• Relate well and work collaboratively with coworkers and all levels of staff in a professional manner.
• Maintain and ensure organizational privacy and confidentiality.
• Be self-directed and take proactive initiative to assist others.
• Embrace modes of appearance and attire that reflect a professional presence.

Physical Demands/Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This position is sedentary with some standing and walking required. Employee must be able to talk and hear and must be able to lift up to 10 pounds.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Minimum Qualifications:

• High School Diploma or GED and 1 year of customer service experience
• Knowledge of standard business practices
• Knowledge of Credit Union services and products including the legal and regulatory requirements
• Demonstrated analytical and problem-solving skills
• Must pass required background check