Member Service Representative II

HawaiiUSA Federal Credit Union•Mililani, HI

3d•$0 - $23

About The Position

The Member Service Representative II (MSR II) engages with members to provide an exceptional member experience, process transactions accurately, maintain records, and balance 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, supports branch operations, and helps members identify deposit, credit, and lending solutions through needs-based assessments. The role requires keeping current with HawaiiUSA practices, policies, procedures, and applicable regulatory requirements, including BSA regulations. It also involves resolving member concerns, maintaining confidentiality, collaborating with teammates, and communicating clearly about transactions and services. The position requires schedule availability Monday through Friday from 8:00 AM to 5:30 PM and Saturdays from 8:00 AM to 1:30 PM, for a five-day workweek.

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

1–3 years of previous related experience.
Notary Public, or willingness to obtain notary status 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 according to established policies and procedures.
Maintain knowledge of tools, products, and services to answer members’ questions and provide assistance.
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; identify and recommend 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 engage in the communities served through volunteer service hours.
Remain current on HawaiiUSA practices, policies, and procedures.
Comply with regulatory requirements and assigned training, including BSA regulations relevant to the role.
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 the services offered.
Perform other duties as assigned.

Benefits

100% coverage of employees’ single medical, drug, vision, and dental monthly health insurance premiums.
Paid volunteer time and a pay-it-forward program.
Tuition assistance for higher education.
Paid time off.
11 paid holidays.
401(k) with a 3% employer contribution.
Health insurance.
Vision insurance.
Dental insurance.
Prescription drug insurance.
Tuition reimbursement.
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.
Volunteer time off.
Credit union membership.
Paid orientation.