Member Service Representative

The Member Service Representative I (MSR I) engages with members to provide exceptional member experience, process transactions accurately, maintain records and balance daily transactions in accordance with established policies and procedures. This role is also responsible for identifying and referring product and service inquiries to the appropriate employee.

Competencies

• Member Focus
• Collaborating with Others
• Fostering Communication
• Quality Focus
• Product and Technical Knowledge
• Resilience
• Relationship Development
• Attention to Detail
• Problem Solving
• Managing the Sales Process
• Impact and Influence
• Planning and Organizing

Key Responsibilities

• Process member transactions efficiently and accurately in accordance with established policies and procedures.
• Knowledgeable in all tools, products, and services to provide answers and assistance to Members’ questions or concerns.
• Proactively engage with members to understand their financial and banking needs.
• Utilize sales techniques to develop existing Member relationships, often while processing transactions.
• Understand the role in sales growth, and meet branch-assigned and individual goals.
• Generate cross sales referrals by actively promoting products and services provided by internal and external partners.
• Recommend alternative channels such as online, mobile, and digital solutions.
• Assist the branch with daily operational tasks.
• Seek opportunities to promote the organization and engage in the communities we serve. Engage in community events.
• Remain current on the HawaiiUSA practices, policies, and procedures.
• Comply with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties.
• Address and resolve member concerns and discrepancies in transactions with empathy, referring complex issues to senior employee when necessary.
• Perform other duties as assigned.

Qualifications & Experience

• High School (High school diploma) or GED required
• One year of customer service experience preferred
• Banking Systems (Introductory)
• Self Service Banking (Introductory)
• Customer Relationship Management (CRM) Software (Introductory)
• Banking Regulations (Introductory)
• Continuous Learning (Introductory)

Minimum Physical Requirements

• Sitting for prolonged periods at a desk working on a computer.
• Standing for prolonged periods of time in a stationary position.
• Walking on occasion for up to 2 hours per day.
• Reaching, bending, twisting, turning frequently.
• Lifting, pulling, pushing, and carrying up to 30 pounds on occasion.

Benefits and Pay

The expected pay for the Member Service Representative I position is $21.00 per hour. 

This pay reflects the compensation we reasonably expect to offer for this role based on typical qualifications and market data. Offered pay may vary depending on the candidate’s experience, skills, and other relevant factors.

We cover 100% of employees’ single medical, drug, vision, and dental monthly health insurance premiums. Employees also love receiving paid volunteer time, our pay it forward program, and matching their charitable donations up to $250 per year per employee. Tuition assistance for higher education is another special way we invest in our workforce. Benefits include, Paid Time Off and 11 Paid Holidays, 401(k) and 3% Employer Contribution, Health insurance, Paid time off, Vision insurance, Dental insurance, Prescription drug insurance, Tuition reimbursement, Life insurance, Flexible spending account, Disability insurance, 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, and more.

About Company

HawaiiUSA Federal Credit Union is a local, not-for-profit, federally insured financial cooperative, owned and operated by our members since 1936. We are dedicated to helping members achieve their financial goals and our employees reach their career aspirations. We are committed to our community by extending ourselves through our time, efforts and resources.  Our motto, Life Matters, means celebrating life’s experiences and creating fulfilling work opportunities, not just jobs.

Our hiring policies

We are committed to building a diverse, inclusive, and equitable workplace where everyone feels like they belong. We provide equal employment opportunity to all persons regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have relevant skills that are not reflected in your resume, we welcome your application and encourage you to share more in an optional cover letter even if your experience doesn't match our exact requirements.