Member Service Representative

Elysian Fields

1635 Elysian Fields Ave

New Orleans, LA 70117, USA

Elysian Fields

1635 Elysian Fields Ave

New Orleans, LA 70117, USA

Job Classification : Non-Exempt, Full-time

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, Louisiana, Mississippi and Tennessee, and influenced billions in persistent poverty communities across the nation. Learn more at .

Job Summary

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

Specified Authority Level

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

Physical Demands

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.

Additional Comments

Job description should be signed by new hire and supervisor during first week of employment and sent to Careers@hope-ec.org.

Approved by_________________________________ Date ___________________

Reviewed by employee : ___________________________________ Date ___________

Limitations and Disclaimer

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.

Qualifications

Skills

Behaviors

Motivations

Education

Experience

Licenses & Certifications

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.

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