Member Service Representative

Hope Credit Union / Hope Enterprises-posted about 2 months ago
Full-time • Entry Level
New Orleans, LA
251-500 employees
Credit Intermediation and Related Activities
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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.

  • 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
  • Authority to open and close member accounts
  • 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.
  • Bachelor's degree in business or related area preferred
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