Member Service Representative II

The Member Service Representative II (MSR II) engages with members to provide exceptional member experience, processes transactions accurately, maintains records, and balances daily transactions in accordance with established policies and procedures. In addition to that, this role would also be responsible for developing and growing relationships through proactive sales behaviors. The Member Service Representative (MSR) II effectively balances responsibilities between processing operational transactions and also supporting the platform by opening accounts and loans.

Essential Duties and Responsibilities

• Promotion of Credit Union Values: represent the credit union’s values and mission in daily interactions, contributing to a positive organizational culture
• 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 utilizes sales techniques to develop existing or new Member relationships, often while processing transactions.
• Understands the role in sales growth and meets branch-assigned and individual goals
• Builds, develops, and expands Member relationships through needs-based assessments to identify and recommend deposit, credit, and lending solutions to help Members achieve their financial goals.
• Processes new memberships, additional share accounts, savings services, loan requests, and loan fundings as requested by the Member.
• Recommends alternative channels such as online, mobile, and digital solutions
• Support Branch Operations: assist the branch with daily operational tasks.
• Seek opportunities to promote the organization and engage in the communities we serve in volunteer service hours
• Remain current on the HawaiiUSA practices, policies, and procedures
• Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties
• Problem Resolution: address and resolve member concerns and discrepancies in transactions with empathy, referring complex issues to senior employee when necessary
• Ensures confidentiality of all Member and credit union information
• Team Collaboration: work collaboratively with other team members to meet daily operational goals and provide consistent member service
• Effective Communication: Communicate clearly and effectively, ensuring members understand their transactions and services offered
• Additional job functions: Performs other duties as assigned

Qualifications and Experience

• High School Diploma or GED required
• Effective written and verbal communication skills
• Strong organization and planning skills; ability to prioritize effectively
• Ability to work both independently and cohesively with others, fosters team environment

Preferred Qualifications and Experience

• 1-3 years of previous related experience
• Notary Public (or willing to obtain within the first 12 months of employment)

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.
• We'll make reasonable accommodations for qualified applicants and employees with disabilities.

Benefits and Pay

The expected pay range for Member Service Representative II is $23.00 per hour.

This pay reflects the compensation we reasonably expect to offer for this role based on typical qualifications and market data. The pay offered 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 and our pay it forward program. 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, Health savings account, 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.

Make a difference one life at a time!