Member Service Representative

Hope CU•Little Rock, AR

10d

About The Position

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.

Requirements

High school diploma or GED required
1+ year experience in banking/finance in areas related to job requirements
Customer service experience
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.

Nice To Haves

Bachelor's degree in business or related area preferred

Responsibilities

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
Cross-sell HOPE products