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Customer Service Representative

4 weeks ago

West Memphis, Arkansas, United States Hope Credit Union Full time
Job Summary

The Member Service Representative (MSR) is a key role within the HOPE branch network, responsible for providing exceptional service to members and contributing to the organization's sales and service objectives. This position requires a high level of external and internal public contact, as well as management of various records and file systems.

Essential Functions
  • Establish and maintain member accounts, ensuring accurate and timely processing.
  • Provide service excellence to stakeholders, resolving member issues and concerns.
  • Process all member accounts accurately, managing member exceptions and ensuring compliance with established policies and procedures.
  • Own and resolve member questions and problems, referring complex issues to management as needed.
  • 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.
  • Perform a variety of administrative duties, including answering telephones, typing, and filing, attending meetings, and report production.
  • Perform other duties as assigned.
Accountability for Business Results
  • Cross-sell HOPE products to members, driving sales and revenue growth.
Specified Authority Level
  • Authority to open and close member accounts, ensuring secure and compliant transactions.
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.
Desired Qualifications
  • High school diploma or GED required.
  • Bachelor's degree in business or related area preferred.
  • 1+ year experience in banking/finance in areas related to job requirements.
  • Customer service experience.
Work Environment
  • Employee spends the majority of time in 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.
Physical Demands
  • Employee is regularly required to sit, stand, and walk.
  • Employee will use hands to finger, handle, or feel, reach with hands and arms, and talk or hear.
  • Employee will irregularly lift and/or move up to 10 pounds.
  • Employee will frequently travel to various branches within the company's market.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

HOPE Credit Union is an equal opportunity employer and welcomes applications from diverse candidates. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.