Member Service Representative

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Showing 1 location

Arba Street
Montgomery, AL 36104, USA

• On-site
• Retail
• Full-Time
• Requisition #: MEMBE
  002350

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 https://(Use the "Apply for this Job" box below). .

Title: Member Service Representative

Department: Retail Operations

Reports To: Branch Manager

Job Classification: Non-Exempt, Full time

Location: TBD

The Member Service Representative is a universal financial services role responsible for both member service and teller functions. This position provides exceptional service by assisting members with account transactions, cash handling transactions, account maintenance, consumer loan applications, and financial solutions. The Member Service Representative builds strong member relationships, identifies financial needs, recommends appropriate HOPE products, and services, and ensures operational excellence through accurate transaction processing and adherence to all policies, procedures, and regulatory requirements.

This role serves as a key contributor to the branch growth, member retention, and overall member experience. 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.

Responsibilities:

Essential Functions

• Member Service and Teller Operations:
  • Open, maintain, and close member accounts.
  • Assist members with account inquiries, maintenance requests, and service resolutions.
  • Maintain a strong understanding of all HOPE products, services, promotions, and resources to effectively educate and serve members.
  • Process consumer loan applications and assist members throughout the loan process.
  • Process deposits, withdrawals, transfers, payments, and other financial transactions accurately and efficiently.
  • Balance cash drawer daily and maintain acceptable balancing standards.
  • Adhere to established cash-handling procedures and security requirements.
  • Assist with branch opening, closing, and operational procedures assigned.
  • Support ATM, ITM, and cash recycler balancing and servicing activities as directed.
  • Maintain transaction accuracy and operational controls to minimize losses and risk.
  • Resolve routine member concerns and elevate complex issues to the Member Service Supervisor as appropriate
  • Deliver exceptional service while building trusted member relationships.
• Sales and Relationship Building:
  • Proactively identify members’ financial needs by deepening member relationships through financial conversations and needs-based selling to recommend appropriate products and services.
  • Meet or exceed individual and branch sales goals for membership growth, deposit growth, consumer lending and product penetration per Retail Workplan.
  • Generate referrals for mortgage loans, business services, financial wellness programs and other HOPE services.
  • Promote adoption and active usage of digital banking and electronic services. services
  • Track sales activities and results…