Member Service Representative

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: None

Job Classification: Non-Exempt, Full time

Location: TBD

The Member Service Representative is a universal financial services role responsible for both member service and teller functions. This position provides exceptional service by assisting members with account transactions, cash handling transactions, account maintenance, consumer loan applications, and financial solutions. The Member Service Representative builds strong member relationships, identifies financial needs, recommends appropriate HOPE products, and services, and ensures operational excellence through accurate transaction processing and adherence to all policies, procedures, and regulatory requirements. This role serves as a key contributor to the branch growth, member retention, and overall member experience. 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.

Responsibilities:

Essential Functions

• Member Service and Teller Operations:

• Open, maintain, and close member accounts.

• Assist members with account inquiries, maintenance requests, and service resolutions.

• Maintain a strong understanding of all HOPE products, services, promotions, and resources to effectively educate and serve members.

• Process consumer loan applications and assist members throughout the loan process.

• Process deposits, withdrawals, transfers, payments, and other financial transactions accurately and efficiently.

• Balance cash drawer daily and maintain acceptable balancing standards.

• Adhere to established cash-handling procedures and security requirements.

• Assist with branch opening, closing, and operational procedures assigned.

• Support ATM, ITM, and cash recycler balancing and servicing activities as directed.

• Maintain transaction accuracy and operational controls to minimize losses and risk.

• Resolve routine member concerns and escalate complex issues to the Member Service Supervisor as appropriate

• Deliver exceptional service while building trusted member relationships.

• Sales and Relationship Building:

• Proactively identify members' financial needs by deepening member relationships through financial conversations and needs-based selling to recommend appropriate products and services.

• Meet or exceed individual and branch sales goals for membership growth, deposit growth, consumer lending and product penetration per Retail Workplan.

• Generate referrals for mortgage loans, business services, financial wellness programs and other HOPE services.

• Promote adoption and active usage of digital banking and electronic services. services

• Track sales activities and results within established systems and reporting tools.

• Participate in outbound calling campaigns, follow-up activities, and community outreach efforts.

• Operational Excellence and Compliance:

• Adhere to all HOPE policies, procedures, security protocols and provide feedback to leadership on improvement opportunities

• Complete all assigned compliance, operational, and retail training courses within established deadlines.

• Maintain confidentiality of member information and sensitive records.

• Assist with audits, operational reviews, and other branch monitoring activities.

• Perform administrative duties including answering phones, report preparation, filing, and meeting participation.

• Support branch initiatives, special projects, and other duties as assigned.

Accountability for Business Results

• Achievement of individual growth and retention goals.
• Membership growth.
• Deposit growth.
• Loan productions.
• Service Excellence and Net Promoter Score.
• Transaction accuracy and operational risk management.
• Cross-sale and referral success.
• Other duties assigned

Qualifications:

Required:

• High School Diploma/GED

Desired:

• 1+ years of experience in cash handling
• Experience within a financial institution preferred
• Experience in new accounts, lending, or teller operations.
• Sales and relationship building experience
• Associate or bachelor's degree, business concentration preferred
• Fluent in English required and Spanish preferred

Key Competencies & Skills:

• Accountability - Accepting responsibility that results in anticipation/prevention of problem areas from actions, and problem solving inside and outside the department/organization.
• Customer Focus - Knowing the (internal and external) customer business needs and acting accordingly; anticipating customer needs, and giving high priority to customer satisfaction and customer service.
• Initiative - Spotting opportunities within a circle of influence; anticipating threats and acting on them; self - starting rather than waiting passively until the situation demands action.
• 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.

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

Comprehensive Benefits Package:

• 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, Critical Illness, Accident
• Employee Assistance Program (EAP)
• Tuition Reimbursement, Professional Development

Hope Enterprise Corporation does not participate in or engage in any form of visa sponsorship, including employment-based visa applications or extensions (e.g., H-1B, TN, O-1, OPT, STEM OPT, etc.). Candidates must be legally authorized to work in the United States at the time of application and throughout the duration of employment.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.