The Digital Personal Financial Associate I serves as a primary point of contact between Highmark Credit Union and its members through digital and remote channels. The associate provides exceptional member service by handling account inquiries, assisting with transactions, educating members on digital services, identifying lending opportunities, and processing consumer loans in accordance with lending policies. Our Mission is “To educate and inspire our Highmark family so that all can achieve success.” The Digital Personal Financial Associate I plays a key role in bringing this mission to life by ensuring every interaction is welcoming, educational, and solution driven.
ESSENTIAL FUNCTIONS
Member Service & Communication
Handle inbound and outbound calls, live chats, and secure messages with professionalism and efficiency.
Research existing memberships for potential refinance or cross-sell opportunities.
Assist members with all account-related questions, issues, and transactions.
Provide accurate information on Highmark products and services, ensuring members understand available benefits.
Educate members on online and mobile banking services, payment tools, and troubleshooting digital access issues.
Lending & Financial Solutions
Analyze and process consumer loan applications in compliance with Credit Union policy.
Refer mortgage, business, and specialized loan requests to appropriate departments.
Identify cross-selling and lending opportunities to meet established sales goals.
Maintain and manage delinquent loan queues as directed by the Collections Department; assist members in resolving early-stage repayment issues.
Account Management
Open, process, and maintain all types of new and existing member accounts.
Process requests such as share transfers, loan payments, withdrawals, line of credit advances, and check orders.
Prepare loan documentation, adverse action letters, and maintain lending department files.
Support lobby operations during periods of high member volume.
Operational Excellence
Adhere to established call center schedules and performance standards.
Suggest improvements to enhance efficiency, productivity, and income generation.
Actively seek ways to reduce losses and use Credit Union resources responsibly.
Support other duties as assigned to advance Highmark’s mission, vision, and values.
PROFESSIONAL BEHAVIOR
Deliver on service commitments to both members and colleagues.
Demonstrate teamwork, professionalism, and respect in all interactions.
Value diversity and inclusivity, treating everyone with dignity and fairness.
Be proactive, self-directed, and solution-oriented in serving members and supporting the team.
Uphold a professional image and presence that reflects the values of Highmark Credit Union
MINIMUM QUALIFICATIONS
Associate’s degree in business or finance (or equivalent experience) and 6 months of experience performing essential functions as they relate to the financial services industry
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
CORE COMPETENCIES
Member Service & Relationship Building
Financial Services Knowledge
Consumer Lending & Credit Analysis
Account & Transaction Processing
Regulatory & Compliance Knowledge
Risk Management & Fraud Prevention
Sales & Business Development
Cash Handling & Accuracy
Problem Solving & Decision-Making
Communication & Interpersonal Skills
Confidentiality & Data Security
Attention to Detail
Teamwork & Collaboration
Technology & Digital Banking
Community Engagement
Ethical & Professional Conduct
PHYSICAL REQUIREMENTS
Ability to sit or stand for extended periods
Frequent use of hands for computer and office equipment
Occasional lifting of up to 25 pounds
WORK ENVIRONMENT
Team-focused
Professional, member-focused credit union environment
Collaborative environment
High level of professionalism, confidentiality, accuracy, and attention to detail
Fast paced, with employees managing multiple priorities while providing timely and courteous service
Community Engagement
SCHEDULE & TRAVEL
Full-time hybrid position
Two days in office
Occasional travel is required
WHY JOIN HIGHMARK CREDIT UNION?
Opportunity to make a meaningful impact in members’ financial lives
Supportive, team-oriented culture
Professional development and growth opportunities
Competitive compensation and benefits package
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Numbers & Facts
Location
Rapid City, SD
Job Type
Full-time
Website
https://www.highmarkfcu.com/
Skills
Banking Servicesunmatched
Business Developmentunmatched
Business Practicesunmatched
Call Centersunmatched
Consumer Loansunmatched
Credit Analysisunmatched
Credit Unionunmatched
Credit and Collectionsunmatched
Cross-Sellingunmatched
Detail Orientedunmatched
Diversityunmatched
Equipment Maintenance/Repairunmatched
File Maintenanceunmatched
Financeunmatched
Financial Servicesunmatched
Identify Issuesunmatched
Information/Data Security (InfoSec)unmatched
Interpersonal Skillsunmatched
Legalunmatched
Lift/Move 25 Poundsunmatched
Loan Documentsunmatched
Loan Policyunmatched
Loan Processingunmatched
Loansunmatched
Meet Sales Quotaunmatched
Multitaskingunmatched
Office Equipmentunmatched
Operational Supportunmatched
Past Due Accountsunmatched
Problem Solving Skillsunmatched
Process Analysisunmatched
Regulatory Complianceunmatched
Regulatory Requirementsunmatched
Resolve Customer Issuesunmatched
Risk Managementunmatched
Salesunmatched
Sales Managementunmatched
Schedule Developmentunmatched
Service Deliveryunmatched
Set Goalsunmatched
Team Playerunmatched
Time Managementunmatched
Transaction Processing/Managementunmatched
Willing to Travelunmatched
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