Member Service Representative II

The Member Service Representative II (MSR II) 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 developing and growing relationships through proactive sales behaviors. The MSR II effectively balances responsibilities between processing operational transactions and supporting the platform by opening consumer deposit accounts.

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 utilize sales techniques to develop existing or new Member relationships, often while processing transactions.
• Understand the role in sales growth and meets branch-assigned and individual goals.
• Build, develop, and expand member relationships through needs-based assessments to identify and recommend deposit, credit, and lending solutions to help members achieve their financial goals.
• Process new memberships and all consumer deposit accounts.
• Refers consumer lending products and insurance and investment services.
• 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 in volunteer service hours.
• 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.
• Ensure confidentiality of all Member and credit union information.
• Perform other duties as assigned.

Qualifications & Experience

• High School (High school diploma) or GED required
• One to three years of customer service and sales experience preferred
• Notary Public preferred (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 for the 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. 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, 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.

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.

Make a difference one life at a time!