14-Nov-2024
Member Support Agent
Harvard Federal Credit Union
67150BR
Job Summary
The Harvard Federal Credit Union (Harvard FCU) 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 HFCU'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.
The Support Center at Harvard FCU 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.
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 Harvard FCU’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 Harvard FCU 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 Harvard FCU systems utilized by the Support Center.
This position is designated as a critical role for the Harvard FCU 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).
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 Qualifications and Skills
The following qualifications are strongly preferred. If you meet some, but not all, we still encourage you to apply. Harvard FCU values employees with a willingness to learn.
- Strong attention to detail, excellent organizational skills, and ability to multitask in a fast-paced environment.
- Fluent in English and Spanish preferred.
- Must possess solid understanding and experience of basic browser functions/requirements for P.C.s and Macs, such as Google Chrome, Microsoft Edge, and Firefox.
- Excellent verbal communication skills are required to fulfill member requests and ensure member satisfaction.
- Ability to work collaboratively across the organization and as part of a team.
- Ability to apply sound judgement while executing expectations and instructions.
- Ability to work early Saturday and extended weekday hours as required on a rotational basis, based on the business needs of the Support Center and Harvard FCU
- Ability to work remotely based on Support Center and Harvard FCU needs.
- Comfortable working in the diverse and multicultural environment of Harvard University.
Working Conditions
Interviews for this position may be conducted via telephone and Zoom video conferencing, based on the department’s current presence on campus.
The majority of jobs at Harvard FCU are hybrid remote/office. During the initial 90-day training period, new employees may be expected to work in the office more frequently, up to full-time. When appropriate, remote work must be performed in a state in which Harvard is registered (CA, CT, GA, IL, MA, MD, ME, NH, NJ, NY, RI, VA, VT, and WA). Additional details and expectations will be discussed during the interview process. 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.
Additional Information
Please provide a cover letter with your application and upload as one document.
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.
Work Format Details
This is a hybrid position that is based in Massachusetts. During the initial 90-day training period, new employees may be expected to work in the office more frequently, up to full-time. Additional details will be discussed during the interview process. All remote work must be performed within one of the Harvard Registered Payroll States, which currently includes Massachusetts, Connecticut, Maine, New Hampshire, Rhode Island, Vermont, Georgia, Illinois, Maryland, New Jersey, New York, Virginia, Washington, and California (CA for exempt positions only). Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.
About Us
Harvard Federal Credit Union: https://harvardfcu.org/
The Harvard FCU 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 Harvard FCU'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.
Benefits
We invite you to visit Harvard's Total Rewards website (https://hr.harvard.edu/totalrewards) to learn more about our outstanding benefits package, which may include:
- Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
- Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
- Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
- Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
- Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
- Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
- Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
- Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
- Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.
Job Function
General Administration
Department Office Location
USA - MA - Cambridge
Job Code
403027 Staff Assistant II-Specialist
Work Format
Hybrid (partially on-site, partially remote)
Sub-Unit
------------
Salary Grade
052
Department
Harvard FCU Support Center
Union
55 - Hvd Union Cler & Tech Workers
Time Status
Full-time
Pre-Employment Screening
Credit, Criminal, Education, Identity, Prohibited Parties
Commitment to Equity, Diversity, Inclusion, and Belonging
Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.
EEO Statement
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.
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