"Member Support Agent"

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.

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 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.

Harvard FCU

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 suggestions.
• 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:

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

Additional Qualifications and Skills:

• 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.

Work Format Details: This is a position that is based at a Harvard campus location with some remote work options available. All remote work must be performed within one of the Harvard Registered Payroll States.

Benefits: Harvard offers a comprehensive benefits package including generous paid time off, medical, dental, and vision insurance, retirement plans, and more.