Member Experience Specialist

Hope Credit Union; Montgomery, Northern (AL, KY); Hybrid; USD 32,000 - 45,000; Full time

Job summary

HOPE (Hope Enterprise Corporation, Hope Credit Union and Hope Policy Institute) seeks a Member Service Representative in the Retail Operations department. Reports to the Branch Manager and is based in HOPE’s branch network across locations.

The MSR delivers information on HOPE products, resolves member issues, and ensures a positive member experience. The role emphasizes building member relationships, meeting growth and retention targets, and maintaining compliance with policies and security

Qualifications

• Bachelor's degree in business or related area preferred
• High school diploma or GED required

Responsibilities

• Establish and maintain member accounts
• Provide service excellence to stakeholders
• Process all member accounts accurately, timely, and manage member exceptions
• Own and resolve member questions and problems through knowledge of established policies and procedures
• Complete all assigned Retail and compliance courses per established deadlines
• Achieve monthly growth and retention targets per individual Retail Work Plan
• Adhere to all HOPE policies, procedures, and security protocols
• Adhere to all regulatory compliance requirements
• Perform a variety of administrative duties including but not limited to answering telephones, typing and filing, attending meetings, report production
• Perform other duties as assigned

Education

Bachelor's degree in business or related area

High school diploma or GED

Job description

HOPE (Hope Enterprise Corporation, Hope Credit Union and Hope Policy Institute) seeks a Member Service Representative in the Retail Operations department. Reports to the Branch Manager and is based in HOPE’s branch network across locations.

The MSR delivers information on HOPE products, resolves member issues, and ensures a positive member experience. The role emphasizes building member relationships, meeting growth and retention targets, and maintaining compliance with policies and security