Lead Member Services Associate

1 week ago


Montgomery, Alabama, United States Hope Credit Union Full time
About Us

HOPE Credit Union is proud to be recognized as one of the leading Black and Women-owned financial institutions in the United States. Our mission is to enhance access to financial services while advocating for equity in economic opportunities. Since our inception in 1994, we have successfully facilitated over $3.6 billion in community development financing, positively impacting more than 2 million individuals across several states and beyond. Our efforts have empowered small business owners, aspiring homeowners, and individuals seeking reliable financial management.

Position Overview

The Senior Member Services Associate is responsible for a diverse range of operational, administrative, and customer service tasks. This role involves significant interaction with both external and internal stakeholders, as well as the management of various records and documentation. Confidentiality is paramount, and the representative may encounter sensitive situations. This position is essential in our branches where customer volume necessitates the expertise of a Senior Member Services Associate.

Key Responsibilities
  • Deliver consistent service levels to both internal and external clients;
  • Manage member expectations while fostering a professional and welcoming atmosphere; resolve 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, ensuring timely management of exceptions;
  • Handle member account transactions with precision and timeliness, addressing any exceptions;
  • Support business member accounts, ensuring accuracy and timely management of exceptions;
  • Provide mentorship and training to MSR staff as needed, approving teller transactions as appropriate;
  • Address member inquiries and issues using established policies, escalating complex matters as necessary;
  • 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;
  • Efficiently prepare and process teller transactions in accordance with Retail Standards;
  • Adhere to cash handling and balancing protocols as per Retail Standards;
  • Maintain accurate daily records of vault and ATM balances, ensuring logs are current;
  • Work with moderate supervision, exercising discretion in decision-making;
  • Assist in preparing for monthly and quarterly branch audits;
  • Complete all assigned Retail and Compliance training by established deadlines;
  • Follow all HOPE policies, procedures, and security protocols.
Qualifications
  • Associate's or Bachelor's degree or equivalent education and 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;
  • Previous sales experience is preferred.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

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