Member Services Representative

Harvard University Central Administration

By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

Harvard University's Central Administration (CADM) is a 5,000+ employee organization that supports the university's overall excellence by understanding and serving the needs of its schools, students, faculty, staff, alumni, and surrounding communities. Through dynamic and collaborative partnerships, CADM provides high-quality and efficient services to the schools to help them achieve their goals.

At Harvard FCU, we believe a brighter world is possible, and that together, we can all help create it. That's why, since 1939, we've helped our members build a strong financial future so they can make an impact in life, wherever it may lead. From students to professionals, from in-branch to online, from new beginnings to lifetime milestones, from Harvard Square to around the world, we deliver the accessible financial tools and resources everyone, everywhere needs to thrive. By coming together to serve, equip, and empower people to make a positive impact in their lives and communities, we're helping build a more prosperous world for all. Join us!

Job Description

Responsible for a comprehensive array of Member Services Representative (MSR) duties:

• Processes transactions: deposits, withdrawals, loan payments, etc.
• Stop payments on teller checks, personal checks and ACH.
• All consumer loan applications/ability to disburse loans/setup loan payments/order coupon payment books.
• Balances daily teller drawer and cash recyclers. Oversees all aspects of daily branch settlement.
• Orders/sells cash and balance the vault.
• Handles basic member issues, complaints and counsels members with specific requests or refers to Senior Member Service Representative or manager as appropriate.
• Sells money orders and processes cash advances.
• Payroll maintenance/schedules payments and transfers/ACH Originations.
• Opens savings and checking accounts/certificates/IRA accounts, including the processing of IRA transfers and rollovers.
• Assists members with domestic and international wire transfers.
• With the daily balancing of the ATM terminals.
• Completes deposit verifications, address changes and other written inquiries.
• Foreign currency sales and check collection.
• Services the coin machine.
• Provides branch telephone coverage for incoming calls promptly and professionally.
• Maintains a neat and clean workstation and assists in maintaining the overall Branch appearance.
• Primary resource for tellers in resolving problems, maintaining quality level of member service, and increasing sales of Harvard FCU products and services through referrals.

Responsible for maintaining comprehensive job knowledge:

• To develop and maintain a high level of knowledge of Harvard FCU accounts and services to assist in the cross selling of appropriate products and services to meet members' needs
• Successful completion of in-house training sessions and other recommended training programs
• Develops and maintains a comprehensive working knowledge of all Credit Union systems utilized by the Retail Group
• Completes required annual training for Bank Secrecy Act (BSA), responsible for accurately completing Currency Transaction Reports (CTRs), adhering to the Customer Identification Program (CIP) Policy, reporting suspicious activity to the BSA Officer, performing Office of Foreign Assists Control (OFAC) inquires, and Branch Robbery Procedures.

The above is a description of ordinary duties of this position. It is expected that occasionally other duties, both related and unrelated to the above will be assigned and therefore, required.

Qualifications

Basic Qualifications are the minimum threshold a candidate must meet in order to be considered for this role.

• High school diploma and a minimum of one-year relevant training and cash handling experience.

Additional Qualifications and Skills: The following qualifications are strongly preferred. If you meet some, but not all, you are still encouraged to apply; we value employees with a willingness to learn.

• Proven customer service skills and the ability to problem solve.
• Outgoing personality with excellent interpersonal, communication and computer skills.
• Position requires occasional early Saturday hours on a rotational basis, or when business needs warrant, sometimes on short notice. Attendance at late meetings/events also may be required.
• Must be willing to travel to all branch locations in Boston, Cambridge and Somerville.
• Comfort working in the diverse and multicultural environment of Harvard University and affiliate organizations.

Working Conditions: Onsite work is performed in an office setting.

Standard Hours/Schedule: 35 hours per week with occasional Saturday mornings on rotation at the Harvard Square location.

• This position is fully on site at Mass General Hospital.
• Must be willing to travel to all branch locations in Boston, Cambridge and Somerville.

Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position

Pre-Employment Screening: Credit, Criminal, Education, Identity, Prohibited Parties (OFAC - Office of Foreign Assets Control)

Other Information:

• Please provide a cover letter and resume as one document with your application.
• This position has a 90-day orientation and review period.

Salary Grade and Ranges: This position is salary grade level 052. Please visit Harvard's Salary Ranges to view the corresponding salary range and related information.

Benefits: Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to:

• Generous paid time off including parental leave
• Medical, dental, and vision health insurance coverage starting on day one
• Retirement plans with university contributions
• Wellbeing and mental health resources
• Support for families and caregivers
• Professional development opportunities including tuition assistance and reimbursement
• Commuter benefits, discounts and campus perks

Learn more about these and additional benefits on our Benefits & Wellbeing Page.

EEO/Non-Discrimination Commitment Statement: Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy. Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.