Rep-Member Services Sr

Legal Entity: Honda Federal Credit Union • Business Unit: Honda Federal Credit Union • Department: HTM Branch • Division: 1CU • Work Location: Transmission Manufacturing Plant of Ohio • Shift: 1st • Workstyle: 100% Onsite • Career Level: 2 • Job Grade: Non-Exempt-4 (NE4)

About the role

The Senior Member Service Representative (SR MSR) is responsible for understanding, performing, and troubleshooting a broad variety of member services, including transactions, opening and closing accounts, processing consumer and real estate loan applications, filing disputes, and assisting members with account-related questions or concerns. This role requires full knowledge of the Credit Union’s products and services, strong customer service and sales skills, personal finance knowledge, the ability to multitask, maintain confidentiality, and communicate effectively.

Responsibilities

• Perform teller transactions, new memberships/accounts, and new service setups.
• Process loan applications, including consumer, real estate, and equity loans.
• Handle basic IRA processing and mortgage-related tasks.
• Maintain a working knowledge of all HFCU deposit and consumer loan products and services.
• Apply a confident understanding of HFCU policies, procedures, and industry regulations in day-to-day operations.
• Educate members on new technologies provided by HFCU.
• Interact with members professionally and courteously to evaluate their needs, cross-sell products, and provide education on services.
• Utilize Service Plus and TMA training to meet customer service expectations and metrics.
• Engage in both inbound and outbound member interactions.
• Collaborate within a team to achieve overall goals and deliver products/services.

Requirements

• High School Diploma or GED equivalent.
• Minimum 2 to 3 years of recent customer service and sales experience in a financial services environment.
• Professionalism, ability to multitask, strong decision-making skills, and self-motivation.

Benefits

• Competitive base salary (varies by geographic location, work experience, and other factors).
• Paid overtime.
• Regional bonus (when applicable).
• Industry-leading benefit plans: Medical, Dental, Vision, and Prescription coverage.
• Paid time off, including vacation, holidays, and shutdown periods.
• Company-paid Short-Term and Long-Term Disability.
• 401K Plan with company match and additional contribution.
• Relocation assistance (if eligible).
• Career growth and advancement opportunities.
• Education reimbursement for continued learning.
• Training and development programs.
• Tuition assistance and student loan repayment.
• Lifestyle Account and Childcare Reimbursement Account.
• Elder Care Support.
• Wellbeing Program.
• Community service and engagement programs.
• Product programs.