Job Details

Member Service Representative

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 external!) 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 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

• 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

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.

The above job description is meant to describe the general nature and level of work being performed by employees occupying this position; it should not be construed as an exhaustive list of all responsibilities, duties, and skills required for the position. Management reserves the right to assign or reassign duties and responsibilities to this job at any time. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws. All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees. Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an "at-will" basis.