Member Service Representative

Harborstone Credit Union•Friday Harbor, WA

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 proudly advocate for the success of the cooperative by proactively doing what’s right for the member, which allows the cooperative to achieve financial success and reinvest profits into membership and communities. The role inherently understands the connection of how referring Harborstone products and services to consumer and business members allows for the creation of thriving communities. The representative upholds legal, regulatory, and compliance requirements unique to the role, including Bank Secrecy Act, Anti-Money Laundering, OFAC, and Information Security policies and procedures, and completes annually required compliance and security awareness related courses. They effectively build trust with members and internal staff by embodying and demonstrating the Core Values of the organization, and consistently advocate for Harborstone’s members, offering opportunities for financial equity and prosperity and the tools necessary to help them thrive. They demonstrate value and difference by expertly informing communities of effective financial products, services, and solutions to help them attain their full potential.

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.