Hope Credit Union / Hope Enterprises Jackson , MS 39201
Posted 1 week ago
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
Specified Authority Level
Competencies/Skills
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 Careers@hope-ec.org.
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.
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