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Member Service Representative
2 months ago
The Member Service Representative plays a vital role in providing exceptional service to HOPE's members. This position is responsible for a wide range of branch operations, including providing information on HOPE's products and services, resolving member issues, and ensuring a positive member experience.
Key Responsibilities- Establish and maintain member accounts
- Provide service excellence to stakeholders
- Process all member accounts accurately and 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 answering telephones, typing and filing, attending meetings, and report production
- Cross-sell HOPE products
- Attention to Detail - Taking responsibility for a thorough and detailed method of working
- Customer Focus - Knowing the customer business needs and acting accordingly; anticipating customer needs, and giving high priority to customer satisfaction and customer service
- Interpersonal Understanding - Showing interest in other people's feelings, attitudes, and reasoning
- Organizational Awareness - Having and using knowledge of systems, situations, procedures, and culture inside the organization to identify potential problems and opportunities
- Problem Solving - Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines
- Results Orientation - Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility
- Teamwork - Working as a productive member of a cohesive group toward a common goal, and contributing to team development and effective team dynamics
- Employee spends the majority of time in an office environment, generally accessible to the public, members, and potential members
- Noise level in the work environment is usually moderate
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions