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Member Service Representative

2 months ago


New Orleans LA USA, United States Hope Credit Union Full time
Job Summary

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
Accountability for Business Results
  • Cross-sell HOPE products
Competencies/Skills
  • 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
Work Environment
  • 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