Member Service Representative I (Call Center)
HawaiiUSA Federal Credit Union 4.34 reviews - Pearl City, HI

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Provides quality service by phone, promotes credit union products and services in order to meet sales and service goals, and assists members with transactions and information on their accounts.


Consistently promotes credit union products and services in order to meet sales goals

Requires clear and professional communication in writing, in person, and on the telephone

Promptly answers incoming calls, direct calls to appropriate personnel, and assists callers with information or transactions on their account

Maintains occupancy times in order to meet service goals

Promptly completes service requests within established deadlines

Represents the credit union and department in a positive and professional manner

Performs non-cash related teller transactions and completes applicable forms and documentation, which includes but is not limited to:

Transfer of funds between share accounts

Cashier’s check issuance

Loan Payments

Credit Card Payments

Payroll or Periodic payment maintenance

ATM/Debit Card replacement requests

Check Orders

Share Certificate requests

Assists callers with ATM/Debit Card Dispute requests

Knowledge of various regulations, which includes but is not limited to:

Patriot Act

Bank Secrecy Act

Right to Financial Privacy Act

Regulation D “Transfer Limitations”

Regulation CC “Funds Availability Act”

Provides callers with information on their accounts, which includes but is not limited to:

Account balances

Deposit & Withdrawal History

Fees & Service Charge posting

Loan Payments, history, and due dates

Completes assigned duties, reports, and forms by established deadlines

Ensures safeguarding of member information by following identification and document retention policies

Efficient operation of the ACD telephone within established guidelines, and a firm understanding of its functionality, which includes but is not limited to:


Not ready/make busy

Accept/Transfer/Conference Calls

Place Callers on hold

Information presented on the telephone display

Understands how telephone usage directly affects individual performance

Understands Field of Membership qualification process and assists callers as necessary

Provides information related to new account products and related services, which includes but is not limited to:

Features and benefit information for deposit products and related services

Annual Percentage Yield information for Deposit Account Products

Documents and information required to establish Deposit Accounts and
related services

Assists callers with basic information related to loan products and related services, which includes but is not limited to:

Features and benefits for consumer loan products and related services

Annual Percentage Rate information

Documents and information required to apply for a consumer loan product

Completes loan related forms accurately and within established guidelines

Reviews product knowledge manuals and utilizes the Intranet System to keep abreast of all products and services offered by HawaiiUSA Federal Credit Union

Attends meetings, workshops and training classes for professional development

Able to attend after-hour team meetings as necessary

Requires working well with all types of people

Requires handling of multiple projects and/or tasks by assigned deadlines

Requires ability to comprehend, respond and carry out instructions given

Requires keeping information confidential

Requires compliance with established policies

Requires frequent review of products, policies, and regulations

Requires ability to paraphrase and summarizes (verbally and in writing) member requests

Performs other duties as assigned

About this company
4.34 reviews
Originally chartered in 1936, HawaiiUSA FCU provides a full complement of financial services to more than 89,000 members through 9 branches...