Member Connections Specialist

HAPO Community Credit Union is an organization that believes in providing service that focuses on our members and giving back to the communities in which we do business - "Community" is our middle name. Our Standard of Service is to Defy Expectations. We promote individuality and encourage our employees to Defy Expectations®: To treat every situation as a unique opportunity to be in the moment and go beyond what is expected. We value every member and appreciate the opportunity to serve you.

Come defy expectations with us!

HAPO Health Benefits

• No cost premium health insurance for all employees, including medical, dental and vision
• Accidental death and dismemberment insurance

• Long term and Short term disability

HAPO Professional Benefits

• Competitive pay
• Pension Plan
• 401K program with match
• Flexible spending account (medical and dependent care)

• 0% interest on select personal loans

HAPO Personal Benefits

• Employee Assistance Program (EAP)
• Paid time off
• 11 paid holidays per year
• Paid Birthday day off
• HAPO Anniversary day off
• Volunteer Opportunities (Both Paid and Volunteer)
• Employee Milestone Anniversary Bonus

• Tuition Assistance Program 

HAPO is now accepting applications for a Member Connection Specialist in Richland, WA. The Member Connection Specialist is responsible for delivering exceptional service by handling general and complex member inquiries, researching account history, resolving account and loan related inquiries, and providing accurate solutions with a focus on first-call resolution. This role requires strong critical thinking and problem-solving skills to independently resolve member concerns while delivering prompt, efficient, and professional service through phone, chat, and video channels.

Essential Job Functions include but are not limited to: 

• Develops positive relationships by listening carefully and respectfully. 
• Makes and fulfills commitments to resolve member issues. 
• Demonstrates urgency and sensitivity to the member’s time. 
• Follows up to ensure that members are satisfied with both the process and the outcome. 
• Maintains a broad and current knowledge base of the credit union’s procedures, products and policies. 
• Possesses sufficient job skills and knowledge to perform the job in a competent manner. 
• Is able to demonstrate skills and knowledge in day-to-day situations. 
• Perform member requested transactions accurately and completely. 
• Maintains confidentiality of all corporate, personnel and research matters. 
• Full understanding of credit union products/services and looks for opportunities to proactively promote them in accordance with the credit union's program standards 
• Stays up to date and practices all security guidelines relevant to the current position along with standard financial center security and robbery procedures. 
• Stays abreast of relevant procedures, laws and regulations in area of expertise. 
• Protects the interests of the organization and individual employees. 
• Aware of limitations for services offered and requirements to process request by phone. 
• Well versed in online banking and all electronic service products offered 
• Ability perform basic troubleshooting 
• Locate and quote interest rates and terms. 
• General knowledge of loan products and claim process. 
• Ability to make sound decisions for the credit union and the member in regards to check hold releases. 
• Full understanding of Collateral Protection Insurance. 

Skills & Abilities:

• Ability to apply critical thinking and decision making skills 
• Ability to handle high volume of phone calls in a timely manner 
• Ability to exercise judgment, initiative, and always uphold confidentiality 
• Excellent verbal and written communication skills 
• Proficient use of standard office equipment 
• Strong organizational skills 
• Ability to prioritize work 
• Proficient in MS Office Suite 
• Attention to detail 

• Ability to handle oneself in stressful situations 

Requirements: 

• High School Diploma or General Education Development (GED) certificate. 

• Prior Credit Union or call center experience. 

Location: Richland, WA

Schedule: Must be able to work 35-40 hours a week between the hours of 9-6 M-F and occasional Saturday 9-1pm

Salary Range: $23.42 - $35.12

*Typically, Selected candidates are hired between the minimum and midpoint range, based on applicable experience and qualifications.

HAPO is an equal opportunity employer that values employees and supports an organizational culture of diversity, respect and personal and professional growth.

*Please note that only candidates selected to move forward in the interview process will be contacted. Thank you for your understanding.