Member Service Representative I

Job Description

Job Description

The Member Service Representative I (MSR I) engages with members to provide exceptional member experience, process transactions accurately, maintain records and balance daily transactions in accordance with established policies and procedures. This role is also responsible for identifying and referring product and service inquiries to the appropriate employee.

Key Responsibilities

• Process member transactions efficiently and accurately in accordance with established policies and procedures.
• Knowledgeable in all tools, products, and services to provide answers and assistance to Members’ questions or concerns.
• Proactively engage with members to understand their financial and banking needs.
• Utilize sales techniques to develop existing Member relationships, often while processing transactions.
• Understand the role in sales growth, and meet branch-assigned and individual goals.
• Generate cross sales referrals by actively promoting products and services provided by internal and external partners.
• Recommend alternative channels such as online, mobile, and digital solutions.
• Assist the branch with daily operational tasks.
• Seek opportunities to promote the organization and engage in the communities we serve. Engage in community events.
• Remain current on the HawaiiUSA practices, policies, and procedures.
• Comply with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties.
• Address and resolve member concerns and discrepancies in transactions with empathy, referring complex issues to senior employee when necessary.
• Perform other duties as assigned.

Qualifications & Experience

• High School diploma or GED required.
• One year of customer service experience preferred.

Minimum Physical Requirements and Working Conditions

• Standing for prolonged periods of time in a stationary position.
• Walking on occasion for up to 2 hours per day.
• Reaching, bending, twisting, turning frequently.
• Lifting, pulling, pushing, and carrying up to 30 pounds on occasion.
• We'll make reasonable accommodations for qualified applicants and employees with disabilities.

Benefits and Pay

The expected pay for the Member Service Representative I position is $21.00 per hour.

This pay reflects the compensation we reasonably expect to offer for this role based on typical qualifications and market data. Offered pay may vary depending on the candidate’s experience, skills, and other relevant factors.

We cover 100% of employees’ single medical, drug, vision, and dental monthly health insurance premiums. Employees also love receiving paid volunteer time and our pay it forward program. Tuition assistance for higher education is another special way we invest in our workforce. Benefits include, Paid Time Off and 11 Paid Holidays, 401(k) and 3% Employer Contribution, Health insurance, Paid time off, Vision insurance, Dental insurance, Prescription drug insurance, Tuition reimbursement, Life insurance, Flexible spending account, Disability insurance, Opportunities for advancement, Employee assistance program, Referral program, Retirement plan, Employee discount, Paid training, Professional development assistance, AD&D insurance, Volunteer time off, Credit union membership, Paid orientation, and more.

About Company

HawaiiUSA Federal Credit Union is a local, not-for-profit, federally insured financial cooperative, owned and operated by our members since 1936. We are dedicated to helping members achieve their financial goals and our employees reach their career aspirations. We are committed to our community by extending ourselves through our time, efforts and resources. Our motto, Life Matters, means celebrating life’s experiences and creating fulfilling work opportunities, not just jobs.

Make a difference one life at a time!