Member Support Agent

Basic Qualifications

The following qualifications are the minimum threshold for which a candidate must meet in order to be considered for this role.

High school diploma with a minimum of 1 year of related training beyond high school required.

Additional Information

Additional Information:

• Please provide a cover letter with your application.

• Please note: Harvard University requires a pre-employment reference and background screening, which includes OFAC (Office of Foreign Assets Control).

• Harvard University is unable to provide work authorization and/or visa sponsorship.

• This position has a 90-day orientation and review period.

Interviews for this position may be conducted via telephone and Zoom video conferencing, based on the department's current presence on campus.

The health of our workforce is a priority for Harvard University. With that in mind, we strongly encourage all employees to be up-to-date on CDC-recommended vaccines.

Accessibility:

Harvard University welcomes individuals with disabilities to apply for positions and participate in its programs and activities. If you would like to request an accommodation or have questions about the physical access provided, please contact our University Disability Resources Department.

Position Description

Primary responsibilities include, but are not limited to:

• Maintains an "available" phone status according to Support Center policy.

• Adheres to all organizational and departmental policies.

• Receives and responds to member inquiries in a timely and accurate manner via phone, and email.

• Identifies when calls need to be escalated to management.

• Balances daily individual totals.

• Has a comprehensive knowledge of all HUECU's products and services.

• Multi-tasks, sets priorities, and manages time effectively.

• Assists members with technical issues related to the website or mobile app.

• Maintains a neat and clean workstation and assists in maintaining overall department appearance.

• Processes basic transactions: transfers, withdrawals, loan payments, etc.

• Demonstrates dependability in punctuality and attendance and adheres to all department standards related to arrival and "unavailable" time.

• Attends staff meetings and trainings as scheduled and offers process improvement suggestion

• Demonstrates ownership of individual performance plan.

• *The above is a description of ordinary duties of this position. It is expected that other duties, both related and unrelated to the above, will be assigned on occasion.

Responsible for maintaining comprehensive job knowledge:

In order to develop and maintain a high level of knowledge of HUECU accounts and services to assist in the cross selling of appropriate products and services to meet members' needs, staff members are expected to:

• Complete in-house training sessions and other recommended training programs.

• Develop and maintain a comprehensive working knowledge of all HUECU systems utilized by the Support Center.

This position is designated as a critical role for the Harvard University Employees Credit Union as it provides non-deferrable services that must be performed in the event of an emergency or weather-related closure.

This is a hybrid position - primarily remote with some on-site work required (average of one day per week on site).

Job Summary

The Harvard University Employees Credit Union (HUECU) is one of the fastest growing Credit Unions in the country and a leader in our industry. As a not-for-profit cooperative, we put our members' best interests first in all that we do. We are passionate about service and fanatical about solving problems. Integrity and transparency are the foundation of HUECU's philosophy. Our mission is to enhance our members' lives by developing and offering trustworthy products that are easy to understand, easy to use, and best suited to meet their financial needs.

Summary of Responsibilities:

The Support Center at Harvard University Employees Credit Union is a full-service contact center servicing the Harvard community and affiliate organizations. The Member Support Agent provides timely and accurate information to all members in a courteous and professional manner. In addition, this individual identifies opportunities for "Surprise and Delight" by listening to the members, establishing personal connections, and proactively engaging the member with timely and thoughtful follow-up.