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 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
• High school diploma or GED required
• Bachelor's 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 company's 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.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)