Receptionist

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:  Acts as the first impression of the Credit Union by creating meaningful, positive interactions that make members and guests feel welcomed, valued, and confident in our ability to meet their financial needs. Maintains a highly visible, approachable, and service-oriented presence, proactively engaging members and guests to deliver an exceptional experience from arrival through departure while strengthening relationships and fostering trust.

Essential Duties/Responsibilities:

• Greet and welcome members and guests. Assist members and guests to determine their needs and direct them to, or schedule them with, the appropriate employee or department in a friendly and timely manner.
• Create a positive and welcoming first impression by engaging members and guests with professionalism, warmth, and genuine hospitality.
• Provide exceptional member service by actively listening, demonstrating empathy, and assisting members and guests with questions, concerns, or requests.
• Serve as a knowledgeable resource by providing basic information regarding Credit Union products, services, locations, hours, and available resources.
• Proactively identify opportunities to assist members and guests, ensuring they feel valued, supported, and connected to the appropriate solutions.
• Foster a comfortable and inviting environment by maintaining a professional presence and ensuring members and guests receive prompt attention.
• Demonstrate a member-first approach by taking ownership of inquiries and facilitating seamless connections to the appropriate employee, department, or service.
• Build positive relationships with members and guests through courteous interactions, effective communication, and a commitment to delivering an exceptional experience.
• Anticipate member and guest needs and provide thoughtful assistance to enhance convenience, efficiency, and overall satisfaction.
• Support the Credit Union's commitment to member experience by consistently delivering service that reflects the organization's values, culture, and brand standards.
• Monitor lobby activity and member flow to ensure visitors are acknowledged promptly and receive timely assistance.
• Partner with employees across departments to coordinate appointments, facilitate introductions, and help provide a smooth and personalized member experience.
• Promote and educate members on Interactive Teller Machines (ITMS) and digital services.

Other Duties/Responsibilities:

• Perform the opening and closing procedures.
• Responsible for organizing, inventorying, and stocking 1st floor shared supplies areas.
• Ensure all incoming deliveries are properly logged and delivered to the appropriate person in a timely manner.
• Assist Member Experience Department and other CU departments in completing various projects, as assigned.
• Responsible for maintaining 1st & 2nd floor member waiting area, 1st & 2nd floor lobby area, conference rooms, and 1st &  2nd floor printer and employee commons areas, ensuring all areas are kept neat, clean, and present a professional image.
• Maintain all pamphlets, brochures, and marketing material on 1st floor, and ensure all items and material are current and well stocked.
• Maintain shared multi-functional devices and supplies.  Also maintain all other supplies shared by 1st  floor employees.
• Assist members in accessing their safe deposit boxes.
• Responsible for accepting and placing member check orders on the online check order system.
• Perform other duties assigned by Downtown Branch Manager & Assistant Branch Manager.

Job Knowledge:

• Working knowledge of credit union's telephone system.
• Working knowledge of organization's policies, procedures, and the credit union's service philosophy.
• Working knowledge of credit union’s products and services.
• Working knowledge of the credit union's safety and security program, including procedures for false alarms, robberies, bomb threats, fires, and extortion.
• Working knowledge of credit union's in-house computer system, traffic monitoring system, and Internet.

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 complete necessary paperwork.
• 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 assess the needs of multiple members and prioritize requests to ensure that all members receive the highest quality service possible. Ability to handle daily routine with moderate freedom to interpret and act upon various situations.
• Ability to prioritize multiple, and sometimes, conflicting tasks.
• 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.
• Ability to work within precise standardized guidelines with some latitude to make decisions and take initiative to resolve problems or unique circumstances.
• Ability to possess versatility and flexibility to successfully serve as a back-up to other positions as required.
• Ability to possess the creativity and resourcefulness required to successfully complete assigned duties without constant supervision.
• Ability to possess the mental concentration necessary to successfully resolve basic problems that are relatively redundant.
• Ability to handle confidential financial record keeping requirements to keep personal work updated and accurate.
• Ability to express oneself clearly and concisely, both orally and in writing.

Job Qualifications (Education/Experience):

Education: Job requires a high school level of language, math and reasoning skills.

Experience: One to two years experience in a related field with equal responsibilities is acceptable. Formal training should be supplemented with continuing education.

Working Conditions:

Material and Equipment Involved

• Computers, typewriter, laminator and other standard office equipment
• In-house software systems, Salesforce, & Microsoft Applications
• Cash handling and balancing equipment
• Instant Issue Machine
• 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.

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. 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 by capable of regular, reliable and timely attendance.

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.