Company Description

For more than two decades, HOPE has been improving lives by helping entrepreneurs, homebuyers, families and communities become more financially secure. Developing, rewarding, and retaining the industry’s best and brightest talent isn’t just good for business – it’s also the right thing to do. We create a work environment that fosters creativity, encourages collaboration, and provides the opportunity for our employees to do their best work. All while offering a generous and competitive benefits package.

If you share our commitment to service with integrity and producing results while doing things the right way, we invite you to explore the dynamic and rewarding career opportunities at HOPE. 

Job Summary

The Senior Member Services Representative performs a wide variety of teller, administrative, branch operations and clerical duties. 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 located in the HOPE branches in their various locations where volume and customer traffic warrants the presence of a Sr. Member Services Representative position.

Primary and Essential Functions

• Provide consistent service level agreement internally and externally;
• Manage member expectations providing a professional and friendly environment at all times; Resolve issues with appropriate follow-up
• Achieve monthly production and referral targets per annual individual Retail Work Plan
• Process all in-branch and online consumer loan applications accurately, timely, and manage loan exceptions
• Process all in-branch and online member accounts accurately, timely and manage member exceptions
• Process business member accounts accurately, timely and manage member exceptions
• Mentor, train and coach MSR staff as needed and approve teller transactions as appropriate
• Resolve most member questions and problems from other MSRs through knowledge of established policies and procedures referring only the most complex issues to higher levels
• Perform sales & outreach activities as directed in market with community businesses
• Timely outbound phone calls to members using 2x2 Call Trax program to deepen member relationship
• Educate new and existing members on HOPE products and services
• Prepare and process teller transactions efficiently and effectively per Retail Standards
• Adhere to established cash handling and balancing procedures per Retail Standards
• Maintain accurate daily balancing of vault, ATM, and assure all logs are kept up to date
• Work under moderate to minimal supervision and has some latitude for decision-making
• Assist and prepare monthly/quarterly branch audits for review & timely submission
• Complete all assigned Retail & Compliance courses per established deadline
• Adhere to all HOPE policies, procedures, and security protocols

Desired Qualifications

• Associate's or Bachelor's degree or equivalent education and experience
• 3+ years Member Service Representative or teller experience in a credit union or bank
• Strong cash handling and customer service experience
• Consumer lending experience
• Previous sales experience