Member Service Representative

4 months ago

Olympia, United States Harborstone Credit Union Full time

Overview:

Successful Member Service Representative 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. Proudly advocates for the success of our cooperative by proactively doing whats right for the member, the cooperative achieves financial success, and can put that profit back in to our membership and communities. Inherently understands the connection of how referring Harborstone products and services to consumer and business members allows us to create thriving communities.

Upholds legal, regulatory and compliance requirements unique to the role, in addition to Bank Secrecy Act, Anti-Money Laundering, OFAC, and Information Security policies and procedures. Completes annually required compliance and security awareness related courses as established by Harborstone Credit Union policies and/or practices.

Effectively builds trust with members and internal staff by embodying and demonstrating the Core Values of the organization (Trust, Advocacy, Prosperity, Equity, Empathy, and Simplicity).

Consistently advocates for Harborstones members, offering opportunities for financial equity and prosperity and the tools necessary to help them thrive. Demonstrates value and difference by expertly informing our communities of effective financial products, services, and solutions to help them attain their full potential.

Compensation:

Minimum $19.06

Maximum $27.24

Applicant with desired knowledge, skills and abilities can anticipate $20.43 - 21.79

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.
Qualifications:
  • 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 Partners/Vendors/CUSOs partnership and processes.
  • Understand Harborstones 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

Experience/Education:

  • Basic Microsoft Office Skills.
  • Holds / Obtains Notary license and performs services for members.
  • Holds / Obtains NMLS training and maintains ongoing knowledge of mortgage process and products.
  • High school diploma
  • Any equivalent combination of education and experience which provides the applicant with the knowledge, skills and abilities required to perform the job.

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