Virtual Teller

About the role

As an ITM (Interactive Teller Machine) Member Service Representative, you’ll support members virtually through our Interactive Teller system, providing personalized service, completing transactions, solving problems, and making everyday banking easy without being in a traditional branch lobby.

Responsibilities

• Assist members through ITM video and phone interactions to determine needs and complete appropriate transactions
• Perform teller and member service functions accurately and efficiently
• Balance and manage a virtual cash drawer daily
• Provide account information, perform limited account maintenance, and research transactional inquiries following Credit Union policies
• Educate members on Credit Union products and services
• Request members bring accounts positive and to minimum required balances and make payments on delinquent loans or over-the-limit credit cards balances
• Follow safety, security, and confidentiality procedures at all times
• Work collaboratively with teammates, supervisors, and other departments
• Perform additional duties as assigned based on department needs

Requirements

• No prior banking experience required
• Experience in customer service, call centers, hospitality, retail, or similar environments
• Comfortable learning and using multiple computer systems
• Clear communication skills and a positive, professional attitude
• Strong attention to detail and ability to multitask in a structured environment
• Dependable and a team-oriented mindset

Qualifications

• Competitive hourly pay
• Health, dental, and vision insurance
• 6% 401(k) Match
• Paid time off and paid holidays
• Fitness reimbursement
• Loan discounts
• Education assistance
• Career development and internal advancement opportunities
• Company-sponsored charitable giving and volunteering program
• Employer-paid life insurance, short-term and long-term disability coverage, and accidental death & dismemberment insurance
• Employee Assistance Program

Skills

• Credit Union products, services, service philosophy, and ENGAGE model
• Member service laws and regulations
• ITM and in-house banking systems
• Policies, procedures, and security standards
• Accurate transaction handling and account balancing

Benefits

• Health, dental, and vision insurance
• 6% 401(k) Match
• Paid time off and paid holidays
• Fitness reimbursement
• Loan discounts
• Education assistance
• Career development and internal advancement opportunities
• Company-sponsored charitable giving and volunteering program
• Employer-paid life insurance, short-term and long-term disability coverage, and accidental death & dismemberment insurance
• Employee Assistance Program

Pay

Starting pay rate: $17.50 (may increase with relevant experience)

Schedule

Full-time role (up to 40 hours per week) ITM environment supporting members virtually On-site role located at our Rapid City or Sioux Falls corporate offices Dedicated workstation in a professional, team-focused office setting designed for collaboration, focus, and member privacy Scheduled shifts within the ITM department’s operating hours. Flexibility in scheduling is required to ensure optimal member service

Location

On-site role located at our Rapid City or Sioux Falls corporate offices

Work Environment/Physical Activities

• Occasional travel to one of BHFCU’s branch locations or attendance at community events may be required
• This position is remote work eligible under certain circumstances
• Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs
• Must be capable of climbing/descending stairs in an emergency situation
• Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator
• Must be able to routinely perform work on a 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
• Work in a 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 the highest level of discretion on confidential matters