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Senior Client Service Specialist
2 months ago
HOPE Credit Union is a prominent institution recognized for its commitment to enhancing financial accessibility and advocating for social equity. As a leading Black and Women-owned credit union, we have significantly impacted communities across multiple states, generating over $3.6 billion in community development financing since our inception. Our mission is to empower individuals and families by providing trustworthy financial services and supporting small business growth.
Position Overview
The Senior Member Services Representative is responsible for a diverse range of teller, administrative, and operational tasks within our branches. This role involves extensive interaction with members and the management of sensitive records, ensuring confidentiality and professionalism in all dealings.
Key Responsibilities
- Deliver exceptional service to members and internal teams, maintaining a friendly and professional atmosphere;
- Address member inquiries and resolve issues promptly, ensuring follow-up as necessary;
- Meet monthly performance and referral goals as outlined in the Retail Work Plan;
- Accurately process consumer loan applications and manage exceptions in a timely manner;
- Handle member account transactions with precision and manage any discrepancies;
- Support business member accounts with accurate processing and exception management;
- Provide mentorship and training to Member Services Representatives as needed;
- Resolve member questions by utilizing established policies, escalating complex issues when required;
- Engage in sales and outreach initiatives to foster community relationships;
- Conduct timely follow-up calls to members to strengthen relationships;
- Educate members about our products and services to enhance their financial literacy;
- Efficiently prepare and execute teller transactions in accordance with Retail Standards;
- Adhere to cash handling and balancing protocols to ensure accuracy;
- Maintain daily balancing of vault and ATM, ensuring all logs are current;
- Work independently with some decision-making authority;
- Assist in preparing for branch audits and ensure timely submission of reports;
- Complete all required Retail and Compliance training by established deadlines;
- Follow all organizational policies, procedures, and security measures.
- Associate's or Bachelor's degree or equivalent experience;
- Minimum of 3 years of experience in member services or as a teller in a financial institution;
- Strong background in cash handling and customer service;
- Experience in consumer lending;
- Previous sales experience is preferred.
