Member Service Representative

HOPE Overview

HOPE (Hope Enterprise Corporation, Hope Credit Union and Hope Policy Institute) provides financial services; leverages resources; and engages in advocacy that strengthens the financial health of people in under-resourced Deep South communities. Since 1994, these efforts have benefited more than three million people in Alabama, Arkansas, Georgia, Louisiana, Mississippi and Tennessee, and influenced billions in persistent poverty communities across the nation. Learn more at
Title: Member Service Representative
Department: Retail Operations
Reports To: Branch Manager
Supervises: N/A
Job Classification: Non-Exempt, Full-time

The Member Service Representative (MSR) is responsible for a wide variety of branch operations. They provide information on HOPE's products and services, resolve member issues, and ensure a positive member experience. MSRs are responsible for building strong member relationships and contributing to HOPE's sales and service objectives. Duties include a high level of external and internal public contact and management of various records and file systems. Confidentiality is involved, and sensitive situations may be handled. This position is in the HOPE branch network's various locations.


Essential Functions:

• Establish and maintain member accounts
• Provide service excellence to stakeholders
• Process all member accounts accurately, 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 but not limited to answering telephones, typing and filing, attending meetings, report production, etc.
• Perform other duties as assigned

Accountability for Business Results:

• Cross-sell HOPE products

Specified Authority Level:

• Authority to open and close member accounts

Competencies/Skills:

• Attention to Detail - Taking responsibility for a thorough and detailed method of working.
• Customer Focus - Knowing the (internal and externa!) 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; perceiving the impact and the implications of decisions on other components of the organization.
• Problem Solving - Having the ability to identify problems and issues of varying 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; getting optimum results from situations and being ready to take action and show tenacity in case of obstacles or resistance.
• 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:

• Bachelor's degree in business or related area preferred
• 1+ year experience in banking/finance in areas related to job requirements
• Customer service experience

Required Qualifications:

• High school diploma or GED required

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 Enterprise Corporation does not participate in or engage in any form of visa sponsorship, including employment-based visa applications or extensions (e.g., H-1B, TN, O-1, OPT, STEM OPT, etc.). Candidates must be legally authorized to work in the United States at the time of application and throughout the duration of employment.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.