Harvard University Hiring for Support Center Representative at Cambridge, MA Full Time

The Harvard University Employees Credit Union (HUECU) 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 HUECU’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.

HUECU has a dynamic small-business atmosphere where every member of the team has a significant impact on our success. Our headquarters and flagship branch are located in the heart of Harvard Square, surrounded by shops, restaurants, and the vibrant University community. We are looking for talented, member-centric individuals to join our growing team. If you have energy, and enthusiasm, and thrive in a fast-paced environment, please read on.

This position is designated as a critical role for the Harvard University Employees Credit Union as it provides non-deferrable services that must be performed in the event of an emergency or weather-related closure.

This is a part-time, benefits-eligible position. This position works on a fixed schedule working from 11:00am to 3:00pm, M-F, and on Saturdays, as business needs warrant.

This is a hybrid position – primarily remote with some on-site work required (average of one day per week on site).

The Support Center at Harvard University Employees Credit Union is an inbound full-service contact center servicing the Harvard community and affiliate organizations. The Support Center Representative provides timely and accurate information to all members – over the phone, via email, chat and other channels – in a courteous and professional manner. Fulfills service requests, troubleshoots problems, and recommends additional products and services as appropriate. 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.

• Receives and responds to member inquiries in a timely and accurate manner.
• Assists members with technical issues related to the website or mobile app.
• Open accounts/certificates/IRAs, including processing of IRA transfers, rollovers, and required minimum distributions.
• Processes transactions: transfers, withdrawals, loan payments, etc.
• Balances daily drawer when required. Familiar with all aspects of daily settlement.
• Assists with solving complex issues and complaints, with the ability to identify and escalate issues to a supervisor as appropriate.
• Assists members with domestic and international wire transfers.
• Multi-tasks, sets priorities and manages time effectively.
• Demonstrates effective account retention efforts including membership, share certificates, and other products and services.
• Attends staff meetings and training as scheduled and offers process improvement suggestions.
• Maintains an “available” phone status according to Support Center policy.
• Demonstrates dependability in punctuality and attendance and adheres to all department standards related to arrival and “unavailable” time.
• Adheres to all organizational and departmental policies.
• Maintains a neat and clean workstation and assists in maintaining overall department appearance.
• Responsible for maintaining comprehensive job knowledge in order to develop and maintain a high level of knowledge of HUECU 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.
• Assists with training of new and existing staff.
• Develops and maintains a comprehensive working knowledge of all Credit Union systems utilized by the Retail Group.

The following qualifications are the minimum threshold for which a candidate must meet in order to be considered for this role.

• Associates Degree or a minimum of two years of related training beyond High School
• Must possess solid understanding and experience of basic browser functions/requirements for P.C.’s and MAC’s, such as Google Chrome, Internet Explorer and Firefox.

The following qualifications are strongly preferred. If you meet some, but not all, we still encourage you to apply. HUECU values employees with a willingness to learn.

• Fluent in English required. Spanish preferred.
• Must possess strong attention to detail, have excellent organizational skills, and the ability to multitask in a fast-paced environment.
• Excellent verbal and written communication skills required to fulfill member requests and ensure member satisfaction.
• Ability to work collaboratively across the organization and as part of a team.
• Must have a solid understanding of Microsoft Word and Excel.
• Ability to apply sound judgement,
• Ability to think creatively to solve problems, meet member expectations, and relay instructions.
• Ability to work early Saturday and extended weekday hours as required on a rotational basis, based upon the business needs of the Support Center and Credit Union.
• Ability to work remotely or in the office based on Support Center and Credit Union needs.
• Comfort working in the diverse and multicultural environment of Harvard University.

• 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.

• Ability to lift up to 40 pounds and stand for extended periods of time.

Interview and onboarding activity for this position may be conducted via telephone & Zoom video conferencing, based on the department’s current presence on campus.

Harvard University Employees Credit Union (HUECU) is an on-campus community and all positions are based in Boston and Cambridge.

This is a part-time position. Twenty hours per week, Monday – Friday, 11:00am – 3:00pm, (with one 15-minute break per shift).

The majority of jobs at HUECU 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 (CT, MA, MD, ME, NH, NY, RI, NH, and VT). Additional details and expectations will be discussed during the interview process.

The University requires all Harvard community members to be fully vaccinated against COVID-19 and remain up to date with COVID-19 vaccine boosters, as detailed in Harvard’s Vaccine & Booster Requirements. Individuals may claim exemption from the vaccine requirement for medical or religious reasons.

More information regarding the University’s COVID vaccination requirement, exemptions, and verification of vaccination status may be found at the University’s “COVID-19 Vaccine Information” webpage: http://www.harvard.edu/coronavirus/covid-19-vaccine-information/.

Harvard continues to place the highest priority on the health, safety and wellbeing of its faculty, staff and students, as well as the wider community. Information and details can be found via Harvard’s Coronavirus Workplace Policies website: https://hr.harvard.edu/corona-virus-workplace-policies.

Please provide a cover letter with your application.

• 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.

Harvard University Employees Credit Union: https://www.huecu.org/

Accessibility:
Harvard University welcomes individuals with disabilities to apply for positions and participate in its programs and activities. If you would like to request accommodations or have questions about the physical access provided, please contact our University Disability Resources Department.

Harvard offers an outstanding benefits package including:

Harvard’s Total Rewards Program is designed to attract, retain, and reward the performance of talented employees. Comprehensive¿benefits, generous paid time-off, access to education and professional development, and a vibrant campus with abundant cultural and recreational opportunities create a competitive and compelling total rewards package. As a Harvard staff member, you enjoy many perks that come with working for one of the top employers in Massachusetts.

Paid Time Off: 3 – 4 weeks accrued vacation days, 12 accrued sick days, 12.5 paid holidays plus winter recess, and 3 personal days awarded each calendar year.

Medical/Dental/Vision: We offer a variety of excellent medical plans, dental & vision plans, all coverage begins as of your start date.
Retirement: University-funded retirement plan with full vesting after 3 years of service.
Tuition Assistance Program: Competitive tuition assistance program, $40 per class at the Harvard Extension School and discounted options through participating Harvard grad schools.

Harvard University Employees Credit Union: Our employees credit union provides a complete line of services for all your financial needs. https://huecu.org

Transportation: Harvard offers a 50% discounted MBTA pass as well as additional options to assist employees in their daily commute.
Wellness options: Harvard offers programs and classes at little or no cost, including stress management, massages, nutrition, meditation and complimentary health services.
Harvard access: to athletic facilities, libraries, campus events and many discounts throughout metro Boston.

General Administration

USA – MA – Cambridge

403033 Staff Assistant III

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Harvard University Employees Credit Union

Part-time

053

55 – Hvd Union Cler & Tech Workers

Credit, Criminal, Identity, Prohibited Parties

This is a part-time, benefits-eligible position. This position works on a fixed schedule working from 11:00am to 3:00pm, M-F and on Saturdays, as business needs warrant.

This is a hybrid position – primarily remote with some on-site work required (average of one day per week on site).

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.

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.