Member Service Representative

Overview

Successful Member Service Representative act as trusted financial partners to help members exercise smart financing plans and set savings goals to manage their everyday banking to achieve financial wellbeing. Proudly advocates for the success of our cooperative by proactively doing what's right for the member, the cooperative achieves financial success, and can put that profit back in to our membership and communities. Inherently understands the connection of how referring Harborstone products and services to consumer and business members allows us to create thriving communities.

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.

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 $20.00

Maximum $30.00

Placement in the pay scale will be determined by experience and qualifications.

Responsibilities

• Makes appropriate recommendations and decisions for lending, deposit, and service charge requests that balance the needs of the member with the needs of the membership and promotes a growing financial cooperative.

• Communicate effectively in person, by phone, or by email.

• Place and receive phone calls related to member business.

• Follow up with prospects and ask for their business.

• Participate in branch promotions as assigned.

• Support branch operational tasks.

• Conduct general account maintenance and ensure member account information is updated and accurate.

• Complete basic transactional needs as needed to support member experience.

• Manage member concerns and understand escalation process when needed.

• Maintain foundational understanding of all consumer and business-related products and services to effectively refer products and services to members.

• Perform teller transactions and maintain cash drawer within prescribed cash limits and meet cash balancing requirements.

Qualifications

• Demonstrates problem solving and critical thinking skills by leveraging resources effectively to meet members' needs.

• Well-versed with credit cards and ability to uncover needs and accept applications.

• Well-versed with consumer loans and preapproval offers with ability to complete applications and processes.

• Knowledgeable in mortgage products and services with ability to refer members appropriately.

• Demonstrates Member Experience behavior expectations and utilizes Member Experience tools.

• Ability to support training efforts within the branch teams, as applicable.

• Understand the process of notary, medallion stamps, and signature guarantee services.

• Leverages external financial educational resources.

• Knowledge of Harborstone and Business Partner's/Vendor's/CUSO's partnership and processes.

• Understand Harborstone's 5-Year Strategic Plan, yearly Business Plan and Thematic Goal and the strategies required to achieve successful results for the cooperative.

• Deliberately works to develop and cultivate a growth mindset.

• Ability to understand, leverage, and build upon key strengths to help in the overall success of the cooperative as part of ongoing personal and professional development.

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 Office Suite 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 the general 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.