Member Service Representative

Title: Member Service Representative

Department: Retail Operations

Reports To: Branch Manager

Supervises: N/A

Job Classification: Non-Exempt Full-time

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 and wealth of people in under-resourced Deep South communities. Since 1994 these efforts have benefitted more than three million people in Alabama Arkansas Louisiana Mississippi and Tennessee and influenced billions in persistent poverty communities across the nation. Learn more at .

Job Summary

The Member Service Representative (MSR) is responsible for a wide variety of branch operations. They provide information on HOPEs products and services resolve member issues and ensure a positive member experience. MSRs are responsible for building strong member relationships and contributing to HOPEs 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 networks 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 peoples 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

High school diploma or GED required

Bachelors degree in business or related area preferred

1 year experience in banking/finance in areas related to job requirements

Customer service experience

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

Physical Demands

Employee is regularly required to sit stand and walk

Employee will use hands to finger handle or feel reach with hands and arms and talk or hear

Employee will irregularly lift and/or move up to 10 pounds

Employee will frequently travel to various branches within the companys market

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran.

Additional Comments

Job description should be signed by new hire and supervisor during first week of employment and sent to

Approved by Date

Reviewed by employee: Date

Limitations and Disclaimer

The above job description is meant to describe the general nature and level of work being performed by employees occupying this position; it should not be construed as an exhaustive list of all responsibilities duties and skills required for the position.

Management reserves the right to assign or reassign duties and responsibilities to this job at any time. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

Requirements are representative of minimum levels of knowledge skills and/or abilities. To perform this job successfully the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an at-will basis.

Required Experience:

Unclear Seniority