Senior Member Services Representative

The Senior Member Services Representative (Sr. MSR) at Harvard FCU is a frontline leadership role that models our values of member-first service, integrity, inclusion, collaboration, and continuous improvement. The Sr. MSR delivers world-class service across all channels—branch, phone, and digital—providing timely and accurate support while proactively deepening member relationships through needs-based product recommendations, effective upselling and cross-selling, and personalized financial guidance.

In addition to performing all Member Services Representative (MSR) functions, the Sr. MSR serves as a subject matter expert on deposit and loan products, complex transactions, and branch operations. This role is a first point of contact for escalated member issues, supports training and development of team members, and helps ensure operational soundness and regulatory compliance. The Sr. MSR may independently operate satellite branches, conduct audits, and support members in multiple languages where applicable, fostering a welcoming, inclusive environment for Harvard FCU’s diverse membership.

Job-Specific Responsibilities:

• Perform all MSR and teller transactions; open and service all account types, including more complex accounts (e.g., Power of Attorney, IRA, Trust, Organization).

• Support lending by processing consumer and student loan applications, handling disbursements and payment setup, and performing second mortgage closings.

• Serve as first point of contact for escalated or complex member issues, taking ownership through resolution.

• Support branch operations, including vault/ATM/cash recycler balancing, branch opening/closing, and assisting with monthly audits.

• Help train, coach, and support MSRs; model Harvard FCU’s service, sales, and compliance standards.

• Maintain current knowledge of products, systems, and regulations; complete required BSA/AML and security training and maintain Notary Public status.

• Proactively identify member needs and recommend appropriate products and services to deepen relationships, drive new account and loan growth, and consistently contribute to achieving individual and branch sales, service, and growth goals.

• Perform additional related duties and special projects assigned to support branch performance, member experience, and Harvard FCU’s mission and values.

Basic Qualifications:

Basic Qualifications are the minimum threshold a candidate must meet in order to be considered for this role.

• High school diploma or equivalent.

• 2+ years of recent experience in a financial institution or retail banking environment.

Additional Qualifications and Skills:

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

• Proven cash-handling experience with a strong record of accuracy and balancing.

• Demonstrated success in a Member Service Representative, Teller, or similar frontline role.

• Strong customer service and relationship-building skills; comfortable with upselling and cross-selling.

• Experience opening and servicing consumer deposit accounts.

• Basic lending exposure (e.g., taking applications, explaining loan products) preferred.

• Proficiency with core banking systems and Microsoft Office; ability to learn new systems quickly.

• Strong verbal and written communication skills; comfortable interacting with a diverse membership.

Certifications and Licenses: 

• Notary Public, or ability to obtain Notary commission within a specified timeframe (e.g., 3–6 months of hire).

Physical Requirements: Ability to stand for extended periods and lift up to a moderate weight (e.g., 30–40 lbs), as required for branch operations.

Working Conditions: Onsite work is performed in an office setting.

Standard Hours/Schedule: 35 hours per week

• Ability to work flexible hours, including occasional early/late Thursdays, and Saturday mornings on a rotational basis.

• Ability to travel among branch locations (e.g., Cambridge, Boston, Somerville) as business needs require.

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.

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Work Format Details

This position has been determined by school or unit leaders that all duties and responsibilities must be performed at a Harvard or Harvard-designated location. Certain visa types may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Salary Grade and Ranges

This position is salary grade level 053. 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. 

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy. Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.