Member Service Representative

Description Overview

Member Service Representative at Harborstone Credit Union acts as a trusted financial partner for members, helping them exercise smart financing plans and set savings goals to achieve financial wellbeing. The role promotes the cooperative’s success by proactively doing what’s right for members, operations, and the community. It requires adherence to legal, regulatory, and compliance requirements, including the Bank Secrecy Act, Anti-Money Laundering, OFAC, and Information Security policies.

Hourly rate:
Minimum $22.28 – Maximum $31.83 (placement determined by experience and qualifications).

• Make lending, deposit, and service charge recommendations that balance member needs with cooperative growth.
• Communicate with members in person, by phone, or by email; place and receive calls related to member business; follow up with prospects.
• Participate in branch promotions and support branch operational tasks.
• Conduct general account maintenance and ensure all member account information is accurate.
• Complete basic transactional needs to support member experience.
• Manage member concerns and understand the escalation process when needed.
• Maintain foundational knowledge of all consumer and business products and services to refer members appropriately.
• Perform teller transactions and maintain cash drawer within prescribed limits, meeting cash balancing requirements.

• Demonstrated problem‑solving and critical thinking skills, leveraging resources effectively to meet member needs.
• Well‑versed with credit cards, including discovering needs and accepting applications.
• Proficient with consumer loans and pre‑approval offers, able to complete applications and processes.
• Knowledgeable about mortgage products and services, able to refer members appropriately.
• Experience with member experience tools and processes.
• Ability to support training efforts within branch teams.
• Understanding of notary services, medallion stamps, and signature guarantee services.
• Leverages external financial educational resources.
• Knowledge of Harborstone and Business Partner/Vendor/CUSO partnerships and processes.
• Familiarity with Harborstone’s 5‑Year Strategic Plan, yearly Business Plan, and Thematic Goals.
• Deliberate growth mindset and personal/professional development focus.

• High school diploma or equivalent.
• At least one year of retail or customer service experience.
• Proficiency in Microsoft Office Suite and related computer skills.

Must be able to read, write, listen, and communicate verbally, electronically, and in written form with employees, members, vendors, and the public. May be required to handle, move, or carry large boxes of supplies up to 25 pounds, stoop, bend, squat, or reach for limited periods, and sit or stand for extended periods.