Member Service Representative

Hope Credit Union; United States; Remote; USD 35,000 - 42,000; Full time

Job summary

HOPE Credit Union inRemote is seeking a Member Service Representative to support a busy retail operation and deliver outstanding member experiences. You will help establish and maintain member accounts, advise on HOPE products, and resolve issues with accuracy and care.

The role emphasizes adherence to policies, growth and retention targets, and strong teamwork across the branch network. A HS diploma and customer service exposure enable success in a fast-paced environment.

Qualifications

• High school diploma or GED required.
• Diploma or related area preferred.
• 1+ year experience in banking/finance in areas related to job requirements.
• Customer service experience.

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, and referring more complex issues to management.
• 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, etc.
• Perform other duties as assigned.

Skills

Attention to Detail

Customer Focus

Interpersonal Skills

Problem Solving

Teamwork

Organizational Awareness

Education

High school diploma or GED

Diploma or related area preferred

Job description

Remote

Description

HOPE Overview

HOPE (Hope Enterprise Corporation, Hope Credit Union and Hope Policy Institute) provides financial services; leverages resources; and engages in advocacy that strengthens the financial health of people in under-resourced Deep South communities. Since 1994, these efforts have benefited more than three million people in Alabama, Arkansas, Georgia, Louisiana, Mississippi and Tennessee, and influenced billions in persistent poverty communities across the nation. Learn more at https://www.hopecu.org.

Title: Member Service Representative

Department: Retail Operations

Reports To: Branch Manager

Supervises: N/A

Job Classification: Non-Exempt, Full-time

The Member Service Representative (MSR) is responsible for a wide variety of branch operations. They provide information on HOPE’s products and services, resolve member issues, and ensure a positive member experience. MSRs are responsible for building strong member relationships and contributing to HOPE’s sales and service objectives. Duties include a high level of external and internal public contact and management of various records and file systems. Confidentiality is involved, and sensitive situations may be handled. This position is in the HOPE branch network’s various locations.

Essential Functions:

• 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, and referring more complex issues to management
• 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, etc.
• Perform other duties as assigned

Accountability for Business Results:

• Cross-sell HOPE products

Specified Authority Level:

• Authority to open and close member accounts

Competencies/Skills:

• Attention to Detail – Taking responsibility for a thorough and detailed method of working.
• Customer Focus – Knowing the (internal and externa!) customer business needs and acting accordingly; anticipating customer needs and giving high priority to customer satisfaction and customer service.
• Interpersonal Understanding – Showing interest in other people's feelings, attitudes, and reasoning
• Organizational Awareness – Having and using knowledge of systems, situations, procedures, and culture inside the organization to identify potential problems and opportunities; perceiving the impact and the implications of decisions on other components of the organization.
• Problem Solving – Having the ability to identify problems and issues of varying issues of varying complexities and to find effective solutions with few guidelines.
• Results Orientation – Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility; getting optimum results from situations and being ready to take action and show tenacity in case of obstacles or resistance.
• Teamwork – Working as a productive member of a cohesive group toward a common goal and contributing to team development and effective team dynamics.

Desired Qualifications:

• Diploma or related area preferred
• 1+ year experience in banking/finance in areas related to job requirements
• Customer service experience

Required Qualifications:

• High school diploma or GED required

Work Environment:

• Employee spends the majority of time in office environment, generally accessible to the public, members, and potential members
• Noise level in the work environment is usually moderate
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions