Senior Member Services Representative

Senior Member Services Representative (Sr. MSR) at Harvard FCU is a frontline leadership role that models member‑first service, integrity, inclusion, collaboration, and continuous improvement. The Sr. MSR delivers world‑class service across all channels—branch, phone, and digital—providing timely and accurate support while proactively deepening member relationships through needs‑based product recommendations, effective upselling and cross‑selling, and personalized financial guidance.

In addition to performing all Member Services Representative (MSR) functions, the Sr. MSR serves as a subject‑matter expert on deposit and loan products, complex transactions, and branch operations. This role is a first point of contact for escalated member issues, supports training of team members, and helps ensure operational soundness and regulatory compliance. The Sr. MSR may independently operate satellite branches, conduct audits, and support members in multiple languages where applicable.

• Perform all MSR and teller transactions; open and service all account types, including more complex accounts (e.g., Power of Attorney, IRA, Trust, Organization).
• Support lending by processing consumer and student loan applications, handling disbursements and payment setup, and performing second mortgage closings.
• Serve as first point of contact for escalated or complex member issues, taking ownership through resolution.
• Support branch operations, including vault, ATM, cash recycler balancing, branch opening/closing, and assisting with monthly audits.
• Help train, coach, and support MSRs; model Harvard FCU’s service, sales, and compliance standards.
• Maintain current knowledge of products, systems, and regulations; complete required BSA/AML and security training and maintain Notary Public status.
• Proactively identify member needs and recommend appropriate products and services to deepen relationships, drive new account and loan growth, and contribute to achieving individual and branch sales, service, and growth goals.
• Perform additional related duties and special projects assigned to support branch performance, member experience, and Harvard FCU’s mission and values.

• High school diploma or equivalent.
• 2+ years of recent experience in a financial institution or retail banking environment.

• Proven cash‑handling experience with a strong record of accuracy and balancing.
• Demonstrated success in a Member Service Representative, Teller, or similar frontline role.
• Strong customer service and relationship‑building skills; comfortable with upselling and cross‑selling.
• Experience opening and servicing consumer deposit accounts.
• Basic lending exposure (e.g., taking applications, explaining loan products) preferred.
• Proficiency with core banking systems and Microsoft Office; ability to learn new systems quickly.
• Strong verbal and written communication skills; comfortable interacting with a diverse membership.

• Notary Public, or ability to obtain Notary commission within a specified timeframe (e.g., 3–6 months of hire).

Ability to stand for extended periods and lift up to a moderate weight (e.g., 30–40 lbs), as required for branch operations.

Onsite work is performed in an office setting.

35 hours per week. Ability to work flexible hours, including occasional early/late Thursdays, and Saturday mornings on a rotational basis. Ability to travel among branch locations (e.g., Cambridge, Boston, Somerville) as business needs require.

Harvard University is unable to provide visa sponsorship for this position.

Credit, Criminal, Education, Identity, Prohibited Parties (OFAC – Office of Foreign Assets Control).

This position is salary grade level 053. Please visit Harvard's Salary Ranges to view the corresponding salary range and related information.

• Generous paid time off including parental leave.
• Medical, dental, and vision health insurance coverage starting on day one.
• Retirement plans with university contributions.
• W…