Member Service Representative

The Member Service Representative is an essential member of our team who provides great support to our credit union members. This job is one of the primary points of contact for members, responsible for answering questions, opening accounts and assisting with account maintenance, and promoting credit union products and services. The ideal candidate will have excellent communication skills, a keen eye for detail, collaborate well with other team members and a strong desire to help members in reaching their financial goals.

The Member Service Representative upholds legal, regulatory and compliance requirements unique to the role, in addition to Bank Secrecy Act, Anti-Money Laundering, OFAC, and Information Security policies and procedures. Completes annually required compliance and security awareness related courses as established by Harborstone Credit Union policies and/or practices.

The Member Service Representative effectively builds trust with members and internal staff by embodying and demonstrating the Core Values of the organization. Consistently advocates for Harborstone’s members, offering opportunities for financial equity and prosperity and the tools necessary to help them thrive. Demonstrates value and difference by expertly informing our communities of effective financial products, services, and solutions to help them attain their full potential.

Compensation:

Minimum $22.28

Maximum $31.83

Applicant with desired knowledge, skills and abilities can anticipate $23.87 - 25.46

• Create Positive Experience: Greet and welcome members in a friendly and professional manner, establishing a positive first impression.

• Educational Support: Provide members with clear and helpful information to improve their knowledge of finances while educating them about credit union products, services, and self-serve alternatives.

• Member Assistance: Respond to members' questions, open accounts, resolve their problems, and offer answers by being approachable and knowledgeable in-person, over the phone, and via email.

• Account Maintenance: Accurately and quickly process account transactions, changes, and maintenance requests while making sure that credit union policies and procedures are followed.

• Documentation and Reporting: Maintain accurate and thorough documentation of member communications, transactions, and service requests while complying with all regulatory requirements and internal policies related to financial transactions and member confidentiality.

• Process Transactions: Handle cash and a variety of transactions accurately and efficiently, such as deposits, withdrawals, loan payments, and transfers.

• Product Promotion: Identify solutions to effectively promote features and benefits while cross-servicing credit union products and services to members in order to meet their financial needs and goals.

• Problem Resolution: Assess and resolve member complaints and concerns in a timely manner, escalating the issue as necessary to ensure a timely resolution.

• Growth and Development: Stay informed about credit union products, services, and procedures through ongoing training and professional development opportunities.

• Operational Support: Assist with various operational tasks as needed to support branch efficiency and effectiveness.

• Member Service Skills: Demonstrated ability to deliver exceptional member service in a fast-paced environment.

• Attention to Detail: Strong accuracy and attention to detail in handling financial transactions and maintaining transaction records.

• Communication Skills: Excellent verbal communication skills with the ability to effectively interact with members and colleagues.

• Financial Aptitude: Solid understanding of financial products, services, and industry trends, as well as the ability to communicate complex financial ideas clearly.

• Problem-Solving Skills: Strong analytical and solving skills, including the ability to understand member needs and offer appropriate solutions.

• Integrity: Commitment to upholding ethical standards and maintaining member confidentiality.

• Team Player: Ability to work collaboratively with others to achieve common goals.

• Adaptability: Flexibility to adapt to changing priorities and operational needs.

• Reliability: Dependable and punctual with a strong work ethic.

• Tech Savvy: Proficiency in essential computer skills as well as experience with financial systems and software.

Minimum Performance Goals:

•Partner Referrals: Promote products and services that benefit our members and help thecredit union grow.

•Growth: Support branch goals by promoting and offering membership benefits includingdeposit and loan products and services.

Please note that a job description does not in any way identify ALL functions and/or responsibilities of the role. The position will support and/or provide service or value where needed.

Education/Experience/Certification:

•Graduated with a high school diploma.

•At least one-year experience in retail or customer service field with proficiency in Microsoft OfficeSuite and other computer related skills.

Physical Considerations:

•Must be able to effectively read, write, and listen as well as communicate verbally,electronically and in written form with employees, members, board members, vendors, and thegeneral public as required.

•May be asked to handle, move, and/or carry large boxes of supplies weighing up to 25 pounds.

•May require stooping, bending, squatting, and reaching for limited periods of time.

•May require sitting and standing for long periods of time.