Senior Member Service Representative

About Us

Recognized as one of the most successful Black and Women owned credit unions in the nation, HOPE continues to build its brand and impact by expanding access to financial services and engaging in advocacy to mitigate the extent to which factors such as race, gender, birthplace and wealth limit one's ability to prosper. Since 1994, HOPE has generated more than $3.6 billion in community development financing that has benefitted more than 2 million people in Alabama, Arkansas, Louisiana, Mississippi, Tennessee and nationwide. This work has supported small business owners struggling to gain access to capital, families seeking to own homes and individuals looking for a better way to manage their hard-earned money with a financial institution they can trust.

Job Summary

The Senior Member Services Representative performs a wide variety of teller, administrative, branch operations and clerical duties. 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 located in the HOPE branches in their various locations where volume and customer traffic warrants the presence of a Sr. Member Services Representative position.

Primary and Essential Functions

• Provide consistent service level agreement internally and externally;

• Manage member expectations providing a professional and friendly environment at all times; Resolve issues with appropriate follow-up.

• Achieve monthly production and referral targets per annual individual Retail Work Plan

• Process all in-branch and online consumer loan applications accurately, timely, and manage loan exceptions.

• Process all in-branch and online member accounts accurately, timely and manage member exceptions.

• Process business member accounts accurately, timely and manage member exceptions.

• Mentor, train and coach MSR staff as needed and approve teller transactions as appropriate.

• Resolve most member questions and problems from other MSRs through knowledge of established policies and procedures referring only the most complex issues to higher levels

• Perform sales & outreach activities as directed in market with community businesses

• Timely outbound phone calls to members using 2x2 Call Trax program to deepen member relationship.

• Educate new and existing members on HOPE products and services.

• Prepare and process teller transactions efficiently and effectively per Retail Standards

• Adhere to established cash handling and balancing procedures per Retail Standards

• Maintain accurate daily balancing of vault, ATM, and assure all logs are kept up to date.

• Work under moderate to minimal supervision and has some latitude for decision-making.

• Assist and prepare monthly/quarterly branch audits for review & timely submission

• Complete all assigned Retail & Compliance courses per established deadline.

• Adhere to all HOPE policies, procedures, and security protocols.

Desired Qualifications

• Associate's or Bachelor's degree or equivalent education and experience

• 3+ years Member Service Representative or teller experience in a credit union or bank

• Strong cash handling and customer service experience

• Consumer lending experience

• Previous sales experience