Experienced Member Support Agent
2 weeks ago
HOPE Credit Union is proud to be recognized as one of the leading Black and Women-owned financial institutions in the United States. Since our inception in 1994, we have dedicated ourselves to enhancing access to financial services and advocating for equity across various demographics. Our efforts have resulted in over $3.6 billion in community development financing, positively impacting more than 2 million individuals across multiple states. We are committed to supporting small business owners, families seeking homeownership, and individuals striving for better financial management with a trustworthy institution.
Position Overview
The Senior Member Services Representative is responsible for a diverse range of tasks including teller operations, administrative support, and branch management duties. This role requires a high level of interaction with both the public and internal stakeholders, along with meticulous record-keeping and file management. Confidentiality is paramount, and the representative will navigate sensitive situations with discretion. This position is essential in our branches where customer engagement and service volume necessitate a senior-level presence.
Key Responsibilities
- Deliver consistent service quality to both internal and external stakeholders;
- Manage member expectations by fostering a professional and welcoming atmosphere; address issues with appropriate follow-up;
- Meet monthly production and referral goals as outlined in the individual Retail Work Plan;
- Accurately process all in-branch and online consumer loan applications while managing exceptions;
- Efficiently handle member account transactions and resolve any discrepancies;
- Support business member accounts with accuracy and timeliness;
- Provide mentorship and training to Member Services Representatives as necessary;
- Resolve member inquiries and issues using established policies, escalating complex matters when needed;
- Engage in sales and outreach initiatives within the community;
- Conduct timely follow-up calls to members to strengthen relationships;
- Educate both new and existing members about HOPE's products and services;
- Execute teller transactions in accordance with Retail Standards;
- Adhere to cash handling and balancing protocols;
- Maintain accurate records of vault and ATM balances, ensuring logs are current;
- Operate with a degree of autonomy while making informed decisions;
- Assist in preparing for branch audits and ensure timely submissions;
- Complete all required Retail and Compliance training by established deadlines;
- Follow all HOPE policies, procedures, and security measures.
- Associate's or Bachelor's degree or equivalent experience;
- Minimum of 3 years of experience as a Member Service Representative or teller in a financial institution;
- Proven cash handling and customer service skills;
- Experience in consumer lending;
- Prior sales experience is preferred.
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