Member Service Representative at Harborstone… · Tacoma

Summary: Harborstone Credit Union is a financial institution dedicated to helping its members achieve financial wellbeing. The Member Service Representative acts as a trusted partner, advocating for members' success while upholding compliance and regulatory requirements, and providing excellent customer service in various capacities. 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 - 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 Required Qualifications: - 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 - 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 - Effectively builds trust with members and internal staff by embodying and demonstrating the Core Values of the organization - 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 - 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 Required Skills: Bank Secrecy Act compliance, Anti-Money Laundering, OFAC regulations, Information Security policies, Microsoft Office Suite, Credit card processing, Consumer loan processing, Mortgage product knowledge, Notary services, Medallion stamps, Signature guarantee services