Member Service Representative

Harborstone Credit Union•Friday Harbor, WA

2d•Onsite

About The Position

Successful Member Service Representatives 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. They proactively advocate for the success of the cooperative by doing what’s right for the member, which allows the cooperative to achieve financial success and reinvest profits into its membership and communities. The role involves understanding how referring Harborstone products and services to consumer and business members contributes to thriving communities. The representative must uphold legal, regulatory, and compliance requirements specific to the role, including Bank Secrecy Act, Anti-Money Laundering, OFAC, and Information Security policies and procedures, and complete annually required compliance and security awareness courses. They are expected to build trust with members and internal staff by embodying and demonstrating the organization's Core Values, consistently advocating for members' financial equity and prosperity, and expertly informing communities about effective financial products, services, and solutions.

Requirements

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.
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.

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.