Branch Concierge

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: The Branch Concierge serves as the first point of contact for members, delivering exceptional service through personalized interactions, efficient transaction processing, and proactive support. Acting as a branch concierge, the Branch Concierge assesses member needs, promotes digital and self-service solutions, and connects members with appropriate resources. The Branch Concierge position performs teller and operational functions, maintains cash accountability, assists with routine account servicing, supports branch operations, and ensures compliance with Credit Union policies and regulatory requirements while contributing to operational excellence, enhancing member loyalty and engagement.

Essential Duties/Responsibilities:

- Serve as a branch concierge by welcoming members, creating a positive first impression, assessing financial and service needs, managing lobby flow, and directing members to the appropriate service channels, team members, or resources.

- Deliver exceptional member service in person and by telephone using the ENGAGE Plus sales and service philosophy to build relationships, identify needs, resolve concerns, improve financial well-being, and recommend appropriate Credit Union products and services.

- Educate members on Credit Union products, services, digital banking tools, Interactive Teller Machines (ITMs), and self-service technologies, providing guidance and support to increase member confidence and adoption.

- Assist members with online and mobile banking services and digital banking tools and resolve routine member service concerns.

- Process member transactions, maintain accountability for assigned cash and negotiable instruments, complete balancing functions, perform vault management and cash control duties as assigned, and provide routine account servicing, including safe deposit box access, in accordance with established procedures

- Research account information, resolve discrepancies, assist with member and staff inquiries, and maintain account accuracy through reports, workflows, operational reviews, and assigned projects.

- Support branch operations and workflow by completing operational tasks, monitoring and addressing overdrawn accounts and delinquent obligations as appropriate, and contributing to overall branch efficiency and service delivery.

- Assess member lending needs and connect members with the appropriate Member Experience Consultant for loan products, guidance, and application support.

- Maintain knowledge of regulatory, operational, and technology changes affecting member transactions and ensure compliance with all applicable Credit Union policies, procedures, security requirements, and regulatory standards.

Other Duties/Responsibilities:

- Open and service memberships, consumer deposit accounts, certificates, and share accounts.

- Process wire transfer transactions, investigate and resolve routine fraud disputes, and prepare and file recurring operational and regulatory reports while ensuring accuracy, compliance, and timely completion.

- Apply in-depth knowledge of deposit products, account ownership types, and applicable regulatory requirements to support account opening, maintenance, and member service activities.

- Maintain member account relationships by serving as a primary point of contact, addressing account needs, resolving issues, identifying opportunities for additional services, and delivering a high level of personalized member support.

- Participate in branch meetings, training programs, and professional development activities to maintain knowledge and support individual and team performance.

- Process account maintenance and servicing requests, including debit card and PIN maintenance, wire transfers, notary services, check orders, and membership or account closures.

- Support branch, Credit Union, and community initiatives that strengthen member relationships and promote organizational goals.

- Assist with special projects and branch operational initiatives as assigned.

- Perform other duties as assigned.

Job Knowledge:

- Basic knowledge of Credit Union products, services, and member service practices.

- Knowledge of teller operations, cash handling procedures, balancing practices, and routine account servicing activities.

- Knowledge of laws and regulations affecting teller transactions and member account servicing.

- Knowledge of Credit Union software systems, digital banking services, ITMs, self-service technologies, Salesforce, Microsoft Office applications, and other member-facing and branch technologies used to support member service and operations.

- Knowledge of branch security procedures, operational controls, opening and closing procedures, regulatory compliance requirements, and safety and security programs to include but not limited to information security, alarms, robberies, bomb threats and extortion.

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.

- Vision: A sighted person to effectively review documents.

- 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: Limited mobility required.  Requires the ability to work flexible hours.

Job Qualifications (Ability):

- Ability to communicate effectively, establish positive relationships with members and coworkers, and understand, follow, and clearly convey moderately complex written and verbal instructions.

- Ability to utilize computers, member service systems, digital banking technology, multiple monitors, and other member-facing systems simultaneously without negatively impacting member service.

- Ability to maintain accuracy and attention to detail in cash handling, transaction processing, and the timely handling of a high volume of member transactions and requests.

- Ability to prioritize work, adapt to changing priorities, and handle multiple tasks simultaneously in a fast-paced environment.

- Ability to analyze account discrepancies and financial data, develop appropriate solutions, and identify opportunities to recommend products, services, and referrals that meet member needs.

- Demonstrated proficiency in needs-based conversations, asking thoughtful questions to uncover opportunities and connect members with appropriate financial products and services.

Job Qualifications (Education/Experience):

- High school diploma or equivalent language, math, and reasoning skills required.

- Formal training should be supplemented with ongoing education and professional development.

- Zero to two years or more years of financial institution, direct customer service, cash handling, or related experience preferred.

Working Conditions:

Material and Equipment Involved

- Computers and standard office equipment

- In-house software systems, Salesforce, & Microsoft Applications

- Cash handling and balancing equipment

- Interactive Teller Machines (ITMs)

- Check imaging, debit card issuance, and account servicing equipment

- Telephone and communication systems

- Safe deposit box equipment and key control systems

- Security, alarm, and surveillance systems

- Confidential documentation and regulatory forms

Work Environment/Physical Activities

Occasional travel to one of BHFCU’s branch locations or attendance at community events may be required.

This position requires the ability to work from alternate branch locations as needed to support team members, maintain service levels, and meet operational and staffing requirements.

Physical Requirements

This position requires standing for prolonged periods and occasional lifting, carrying, and movement of coin bags, cash drawers, and related items weighing up to 30-40 pounds.

Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

This position requires the ability to work a rotating schedule, which may include varying start times based on business needs. Reasonable accommodations will be considered in accordance with applicable law.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.

Mental and/or Emotional Requirements

Must be able to perform job functions with supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of 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.  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.

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.