Part-Time Member Experience Specialist

Hope CU; Jackson (MS); Hybrid; USD 18,000 - 25,000; Part time

Job summary

HOPE is seeking a Part-Time Member Experience Specialist in Jackson, MS to deliver exceptional member service via calls, chat, and online channels. You will verify identities, open and maintain accounts, process transactions, and educate members on digital banking tools.

The role emphasizes accuracy, confidentiality, and a strong service mindset. Responsibilities include handling inquiries, resolving issues, and supporting the Retail department with daily operations.

Qualifications

• High School Diploma/GED required.
• Associate’s degree preferred for advancement.
• 3+ years banking/credit union experience as Teller or Member Service Rep.

Responsibilities

• Answer inbound calls, emails, and other channels with prompt, professional help.
• Resolve member concerns and provide a positive service experience.
• Verify member identity and protect confidential information.
• Process debit/ATM card requests and other account services.
• Open new accounts and assist with documentation.
• Handle deposits, transfers, and other transactions accurately.
• Educate members on products, digital banking tools, and self-service.
• Research account discrepancies and resolve issues.
• Document feedback and escalate when needed.
• Assist members via Banno chat for digital banking support.
• Help with online/mobile banking navigation and password resets.
• Prepare reports and perform administrative duties.

Skills

Customer service

Communication

Problem solving

Teamwork

Education

High School Diploma/GED

Associate’s degree preferred

Tools

Banno chat platform

Job description

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Part-Time Member Experience Specialist

Locations

Showing 1 location

East River Place
Jackson, MS 39202, USA

• Hybrid
• Retail
• Part-Time

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 Experience Specialist

Department: Retail

Reports To: Member Experience Manager

Job Classification: Non-Exempt, part-time

Location: TBD

This position is responsible for delivering exceptional member service by handling inbound calls, processing account-related requests, and providing accurate information regarding products and services. Ensures timely resolution of member inquiries while maintaining confidentiality, compliance, and operational excellence.

Responsibilities

• Answer inbound telephone calls, emails, and other communication channels, providing prompt, professional, and accurate assistance to members and customers.
• Deliver exceptional customer service by identifying member needs, resolving concerns, and ensuring a positive experience with every interaction.
• Verify member identity and maintain the security and confidentiality of member information in accordance with company policies and regulatory requirements.
• Process requests for debit cards, ATM cards, account maintenance, and other member service transactions.
• Open new accounts and assist existing members with account-related services, ensuring all required documentation is completed accurately.
• Process deposits, payments, transfers, and other account transactions while maintaining accuracy and compliance standards.
• Update member records and account information to ensure data integrity and accuracy.
• Educate members on available products, services, digital banking tools, and self-service options to enhance their banking experience.
• Research and resolve account discrepancies, transaction issues, and service-related concerns.
• Monitor and document member feedback, recurring issues, and call trends, escalating concerns to management when appropriate.
• Provide real-time member support through the Banno online chat platform, responding to inquiries, resolving issues, and delivering a seamless digital banking experience.
• Assist members with online and mobile banking navigation, enrollment, password resets, troubleshooting, and other digital banking services through chat and phone channels.
• Prepare reports, maintain records, and complete administrative duties to support departmental objectives.
• Participate in team meetings, training programs, and professional development activities.
• Identify opportunities to improve operational efficiency, service quality, and member satisfaction.
• Support departmental goals by meeting established performance metrics, including quality, productivity, and service standards.
• Perform additional duties and special projects as assigned.

Qualifications:

• Preferred
  • Associate’s degree; business concentration preferred
  • 3 or years of experience in banking/credit union as a Teller or Member Service Rep
• Required
  • High School Diploma/GED
• Working knowledge of word processor, spreadsheet, other PC applications, or mainframe applications to produce non-standard, creative products
• Ability to read and interpret documents, write routine reports and correspondence
• Ability to speak effectively before groups