Member Service Representative

About the Role

The Member Service Representative (MSR) is responsible for a wide variety of branch operations, including providing information on HOPE’s products and services, resolving member issues, and ensuring a positive member experience. MSRs build strong member relationships and contribute to HOPE’s sales and service objectives. This position involves a high level of external and internal public contact, management of various records and file systems, and handling sensitive situations with confidentiality.

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, 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 administrative duties including answering telephones, typing, filing, attending meetings, and report production
• Cross-sell HOPE products

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

Skills

• Attention to Detail
• Customer Focus
• Interpersonal Understanding
• Organizational Awareness
• Problem Solving
• Results Orientation
• Teamwork

Work Environment

The employee spends the majority of their time in an office environment, generally accessible to the public, members, and potential members. The noise level is usually moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

The employee is regularly required to sit, stand, and walk. They will use their hands to finger, handle, or feel, reach with hands and arms, and talk or hear. The employee will irregularly lift and/or move up to 10 pounds and 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.

Hope Enterprise Corporation does not participate in or engage in any form of visa sponsorship. Candidates must be legally authorized to work in the United States at the time of application and throughout the duration of employment.