Member Service Representative
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
Nice To Haves
- Bachelor's degree in business or related area preferred
- 1+ year experience in banking/finance in areas related to job requirements
- Customer service experience
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
