Senior Member Experience Specialist

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://www.hopecu.org/. Title: Senior Member Experience Specialist Department: Retail Reports To: Member Experience Center Manager Supervises: N/A Job Classification: Non-Exempt, Full-time Location: Jackson, MS This position is responsible for delivering exceptional member service by handling inbound calls, processing account-related requests, and providing accurate information regarding products and services. Ensures timely resolution of member inquiries while maintaining confidentiality, compliance, and operational excellence. Responsibilities: Answer inbound telephone calls, emails, and other communication channels, providing prompt, professional, and accurate assistance to members and customers. Deliver exceptional customer service by identifying member needs, resolving concerns, and ensuring a positive experience with every interaction. Verify member identity and maintain the security and confidentiality of member information in accordance with company policies and regulatory requirements. Process requests for debit cards, ATM cards, account maintenance, and other member service transactions. Open new accounts and assist existing members with account-related services, ensuring all required documentation is completed accurately. Process deposits, payments, transfers, and other account transactions while maintaining accuracy and compliance standards. Update member records and account information to ensure data integrity and accuracy. Educate members on available products, services, digital banking tools, and self-service options to enhance their banking experience. Research and resolve account discrepancies, transaction issues, and service-related concerns. Monitor and document member feedback, recurring issues, and call trends, escalating concerns to management when appropriate. Provide real-time member support through the Banno online chat platform, responding to inquiries, resolving issues, and delivering a seamless digital banking experience. Assist members with online and mobile banking navigation, enrollment, password resets, troubleshooting, and other digital banking services through chat and phone channels. Generate and review reports with Member Experience Center Manager to ensure departmental goals of calls handled are met. Utilize skills and experience in handling difficult calls. Escalate any appropriate problems to the Member Experience Center Manager, as needed. Be knowledgeable of and understand HOPE products, services, procedures and guidelines to effectively coach and train team members Provide coaching and assistance with training team members as needed. Prepare reports, maintain records, and complete administrative duties to support departmental objectives. Participate in team meetings, training programs, and professional development activities. Support the Member Experience Center Manager in identifying opportunities to improve operational efficiency, service quality, and member satisfaction. Support departmental goals by meeting established performance metrics, including quality, productivity, and service standards. Perform additional duties and special projects as assigned. Qualifications: Preferred Associate’s degree; business concentration preferred 3+ years of experience in banking/credit union environment as Teller or Member Service Representative or applicable call center experience Key Competencies & Skills: Working knowledge of word processor, spreadsheet, other PC applications, or mainframe applications to produce non-standard, creative products Ability to read and interpret documents, write routine reports and correspondence Ability to speak effectively before groups of customers and employees of the organization Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals Ability to compute rate, ratio, percent, and interpret data Ability to apply commonsense understanding to carry out detailed but uninvolved written or oral instructions Ability to deal with problems involving a few concrete variables in standardized situations Excellent customer service skills Excellent telephone etiquette Work Environment: Must be available to work occasional Saturdays based on business needs and scheduling requirements. Employee spends the majority of time in office environment, generally accessible to the public, customers, and potential customers by telephone. 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 must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Comprehensive Benefits Package: Paid Vacation and Sick Time 11 Paid Holidays 401(k) with Company Match Medical, Dental, and Vision Benefits Flexible Spending Account (FSA) Disability Benefits Life Insurance, Critical Illness, Accident Employee Assistance Program (EAP) Tuition Reimbursement, Professional Development 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.