Senior Member Experience Advisor

Hope-Enterprise-Corporation; Flowood (MS); Vor Ort; USD 36.000 - 48.000; Vollzeit

Benefits dieser Stelle

Paid vacation and sick time

11 paid holidays

401(k) with company match

Medical, dental, and vision benefits

Flexible Spending Account (FSA)

Disability benefits

Life insurance, short/long-term

EAP

Tuition reimbursement, professional de

Zusammenfassung

HOPE Enterprise Corporation (Hope Enterprise Corporation, Hope Credit Union and Hope Policy Institute) seeks a Senior Member Experience Specialist in Jackson, MS to deliver exceptional member service across calls, online chat, and banking transactions. You will verify identities, open accounts, process deposits and transfers, and educate members on digital tools while maintaining security and compliance.

The role requires 3+ years in banking/credit union settings and an Associate’s degree;

Qualifikationen

• Associate’s degree; business concentration preferred.
• 3+ years of experience in banking/credit union environment as Teller or Member Service Representative or applicable call center experience.
• Working knowledge of word processor, spreadsheet, other PC applications.
• Ability to read and interpret documents, write routine reports and correspondence.
• Ability to speak effectively before groups of customers and employees.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, percent, and interpret data.
• Must be available to work occasional Saturdays based on business needs and scheduling requirements.
• Employee spends the majority of time in office environment, generally accessible to the public, customers, and potential customers by telephone.
• Noise level in the work environment is usually moderate.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Aufgaben

• 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.
• Generate and review reports with Member Experience Center Manager to ensure departmental goals of calls handled are met.
• Utilize skills and experience in handling difficult calls.
• Escalate any appropriate problems to the Member Experience Center Manager, as needed.
• Be knowledgeable of and understand HOPE products, services, procedures and guidelines to effectively coach and train team members
• Provide coaching and assistance with training team members as needed.
• Prepare reports, maintain records, and complete administrative duties to support departmental objectives.
• Participate in team meetings, training programs, and professional development activities.
• Support the Member Experience Center Manager in identifying 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.

Kenntnisse

Word processing

Spreadsheet

Public speaking

Reading comprehension

Basic math

Data interpretation

Customer service orientation

Ausbildung

Associate’s degree; business concentration preferred

3+ years banking/credit union experience

Jobbeschreibung

HOPE Enterprise Corporation (Hope Enterprise Corporation, Hope Credit Union and Hope Policy Institute) seeks a Senior Member Experience Specialist in Jackson, MS to deliver exceptional member service across calls, online chat, and banking transactions. You will verify identities, open accounts, process deposits and transfers, and educate members on digital tools while maintaining security and compliance.

The role requires 3+ years in banking/credit union settings and an Associate’s degree;