29-Aug-2018 Auto req ID 46724BR Job Code 400103 Accounting Assistant V Location USA - MA - Cambridge Accounting Assistant V Business Title Support Center Representative Sub-Unit ------------ Salary Grade 053 Time Status Full-time Union 55 - Hvd Union Cler & Tech Workers Basic Qualifications Associates Degree or a minimum of two years of related training/experience beyond High School. Must possess solid understanding and experience of basic browser functions/requirements for P.C.s and MACs, such as Google Chrome, Internet Explorer and Firefox Additional Qualifications 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 while executing expectations and instructions. Ability to work Saturday and extended evening hours as required on a rotational basis depending on the Support Center/CU needs Ability to work remotely based on the Support Center and Credit Union needs. Ability to lift up to 40 pounds and stand/sit for extended periods of time Comfort working in the diverse and multicultural environment of Harvard University Additional Information Please note: Harvard University requires a pre-employment reference and background screening, which includes OFAC (Office of Foreign Assets Control) check. Harvard University offers an outstanding benefits package including, but not limited to: Time Off: 3 - 4 weeks paid vacation, a paid winter recess break, 12 paid sick days, 11.5 paid holidays, and 3 paid personal days per year. Medical/Dental/Vision plans: 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 Programs: Competitive tuition assistance program, $40 per class at the Harvard Extension School and discounted options through participating Harvard grad schools. Transportation: Harvard offers a 50% subsidized 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 the metro Boston area. For more information on Total Rewards at Harvard visit: https://hr.harvard.edu/totalrewards Department Harvard University Employees Credit Union Pre-Employment Screening Credit, Criminal, Identity Schedule Weekly default hours: 35.00 Normal shift: Mon/Tue/Wed/Fri 9:00am - 5:00pm / Thur = 10:00am - 6:00pm *with a one hour unpaid lunch break **addition hours will be expected, either late evenings or on Saturdays on a rotational basis or as business needs dictate. Attendance at after hours meetings and events also expected. This position is Overtime eligible and part of the bargaining unit. Job Function Finance Duties & Responsibilities This position is designated as a critical role for the Harvard University Employees Credit Union (HUECU) as it provides non-deferrable services that must be performed in the event of an emergency or weather-related closure. Who were looking for HUECU is seeking a dynamic, energetic employee with outstanding communications skills and a passion for customer service! Our ideal candidate will focus on providing an exceptional member experience in all customer touch-points with a specific focus on incoming phone calls, emails and other electronic forms of inquiry. What youll be doing The Support Center Representative is the voice of HUECU; is responsible for providing warm, timely, courteous and accurate information to all members while fielding real-time calls, emails and chats from members across the country and around the world. Establish and develop member relationships while building and earning their loyalty and trust. Actively listen to identify member issues and provide new solutions and products that can enhance the members experience. Continually update knowledge of products, services and procedures. Communicate member issues/concerns to management. Summary of Responsibilities: The Support Center at Harvard University Employees Credit Union is a full service contact center servicing the Harvard community and affiliate organizations. The Support Center Representative provides timely and accurate information to all members 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. Duties & Responsibilities: Maintains an available phone status according to Support Center policy. Receives and responds to member inquiries in a timely and accurate manner. Assists members with technical issues related to the website or mobile app. Maintains a neat and clean work station and assists in maintaining overall department appearance. 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 dependability in punctuality and attendance and adheres to all department standards related to arrival and unavailable time. Attends staff meetings and training as scheduled and offers process improvement suggestions. Demonstrates ownership of individual performance plan. Demonstrates effective account retention efforts including membership, share certificates, and other products and services 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. Assist with training of new and existing staff. Develop and maintain a comprehensive working knowledge of all Credit Union systems utilized by the Retail Group. School/Unit Harvard University Credit Union EEO Statement 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.