Full time
Harvard University
Cambridge, MA
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...