"Member Support Agent"

Company Description

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.

Job Description

At Harvard FCU, we believe a brighter world is possible, and that together, we can all help create it. That’s why, since 1939, we’ve helped our members build a strong financial future so they can make an impact in life, wherever it may lead. From students to professionals, from in-branch to online, from new beginnings to lifetime milestones, from Harvard Square to around the world, we deliver the accessible financial tools and resources everyone, everywhere needs to thrive. By coming together to serve, equip and empower people to make a positive impact in their lives and communities, we’re helping build a more prosperous world for all. Join us!

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

• 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.

Qualifications

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.

Additional Information

• Standard Hours/Schedule: 35 hours per week. Operation Hours: Monday-Friday 9:00-5:00, onsite requirements are once a week, 4 days per month, typically scheduled one month in advance. Additionally, remote work on Saturday mornings for 4-hours every 2 weeks.
• 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 90-day orientation and review period.

Work Format Details

This position has been determined by school or unit leaders that some of the duties and responsibilities can be effectively performed at a non-Harvard location. The work schedule and location will be set by the department at its discretion and based upon operational needs. When not working at a Harvard or Harvard-designated location, employees in hybrid positions must work in a Harvard registered state in compliance with the University’s Policy on Employment Outside of Massachusetts. Additional details will be discussed during the interview process. 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.