Member Support Agent - Military veterans preferred

Member Support Agent

ID: 001156SR
JOB FUNCTION: General Administration
LOCATION: Cambridge
WORK FORMAT: Hybrid
JOB TYPE: Full-time
BRAND: Harvard University Central Administration

By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

Why join Harvard University Central Administration?

Harvard University's Central Administration (CADM) is a 5,000+ employee organization that supports the university's overall excellence by understanding and serving the needs of its schools, students, faculty, staff, alumni, and surrounding communities. Through dynamic and collaborative partnerships, CADM provides high-quality and efficient services to the schools to help them achieve their goals.

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.

Harvard FCU: https://harvardfcu.org/

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.

Job Specific Responsibilities:

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.

Working Conditions:

• Work is performed in an office setting.

Basic Qualifications:

Basic qualifications are the minimum threshold 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, you are still encouraged to apply; we value 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
  • collaboratively across the organization and as part of a team.
  • apply sound judgement while executing expectations and instructions.
  • 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
  • work remotely based on Support Center and Harvard FCU needs.
• Comfortable working in the diverse and multicultural environment of Harvard University.

• Standard Hours/Schedule: 35 hours per week.
• Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position.
• Pre-Employment Screening: Credit, Criminal, Education, Identity, Prohibited Parties (OFAC - Office of Foreign Assets Control).
• Other Information:
  • Please provide a cover letter and resume as one document with your application.
  • This position has a XX-day orientation and review period.

#LI-BT1

Work Format Details

This is a position that is based at a Harvard campus location with some remote work options available. 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.

Salary Grade and Ranges

This position is salary grade level 052. Please visit? Harvard's Salary Ranges? to view the corresponding salary range and related information.

Benefits

Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to:

• Generous paid time off including parental leave
• Medical, dental, and vision health insurance coverage starting on day one
• Retirement plans with university contributions
• Wellbeing and mental health resources
• Support for families and caregivers
• Professional development opportunities including tuition assistance and reimbursement
• Commuter benefits, discounts and campus perks

Learn more about these and additional benefits on our Benefits & Wellbeing Page.

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard’s academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, sex, ethnicity, color, national origin, religion, disability, or any other characteristic protected by law or identified in the university’s non-discrimination policy. Harvard’s equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.

Equal employment opportunity, including veterans and individuals with disabilities.

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