Member Service Representative II

HawaiiUSA Federal Credit Union • Kahului, HI

2d • $0 - $23

About The Position

The Member Service Representative II (MSR II) engages with members to provide an exceptional member experience, processes transactions accurately, maintains records, and balances daily transactions in accordance with established policies and procedures. The role also develops and grows member relationships through proactive sales behaviors, balancing operational transactions with opening accounts and loans.

The MSR II represents the credit union’s values and mission in daily interactions; assists members with products, services, and questions; identifies needs and recommends deposit, credit, and lending solutions; and supports branch operations. The position also includes resolving member concerns, maintaining confidentiality, collaborating with team members, staying current on organizational policies and regulatory requirements, and participating in community service opportunities.

The role requires availability Monday through Friday between 8:00 AM and 5:30 PM and Saturday between 8:00 AM and 1:30 PM, for a five-day-a-week schedule. The expected pay is $23.00 per hour. HawaiiUSA Federal Credit Union describes itself as a local, not-for-profit, federally insured financial cooperative owned and operated by its members since 1936, with a commitment to helping members achieve financial goals and employees reach career aspirations.

Requirements

• High school diploma or GED.
• Effective written and verbal communication skills.
• Strong organization and planning skills, with the ability to prioritize effectively.
• Ability to work independently and cohesively with others and foster a team environment.

Nice To Haves

• One to three years of previous related experience.
• Notary Public, or willingness to obtain it within the first 12 months of employment.

Responsibilities

• Represent the credit union’s values and mission in daily interactions and contribute to a positive organizational culture.
• Process member transactions efficiently and accurately in accordance with established policies and procedures.
• Maintain records and balance daily transactions.
• Stay knowledgeable about tools, products, and services to answer members’ questions and address concerns.
• Use proactive sales techniques to develop existing and new member relationships, including while processing transactions.
• Understand the role in sales growth and meet branch-assigned and individual goals.
• Build, develop, and expand member relationships through needs-based assessments, recommending deposit, credit, and lending solutions.
• Process new memberships, additional share accounts, savings services, loan requests, and loan fundings as requested by members.
• Recommend alternative service channels, including online, mobile, and digital solutions.
• Assist with daily branch operational tasks.
• Seek opportunities to promote the organization and participate in community volunteer service hours.
• Remain current on HawaiiUSA practices, policies, and procedures.
• Comply with regulatory requirements and assigned training, including applicable BSA regulations.
• Address and resolve member concerns and transaction discrepancies empathetically, referring complex issues to a senior employee when necessary.
• Maintain the confidentiality of member and credit union information.
• Collaborate with team members to meet daily operational goals and provide consistent member service.
• Communicate clearly and effectively so members understand their transactions and offered services.
• Perform other duties as assigned.

Benefits

• 100% coverage of employees’ single medical, drug, vision, and dental monthly health insurance premiums.
• Paid time off and 11 paid holidays.
• 401(k) with a 3% employer contribution.
• Health insurance.
• Vision insurance.
• Dental insurance.
• Prescription drug insurance.
• Tuition reimbursement or assistance for higher education.
• Life insurance.
• Flexible spending account.
• Disability insurance.
• Health savings account.
• Opportunities for advancement.
• Employee assistance program.
• Referral program.
• Retirement plan.
• Employee discount.
• Paid training.
• Professional development assistance.
• AD&D insurance.
• Paid volunteer time and volunteer time off.
• Credit union membership.
• Paid orientation.
• Pay it forward program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED