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: Member Experience Manager

Department: Retail
Reports To: Senior Vice President, Retail Administration and Member Experience
Supervise: Member Experience Specialists
Job Classification: Exempt, Full-time
Location: Onsite - Jackson, MS

Responsibilities:

• Lead and support strengthening HOPE Initiative that values an organizational culture for open communication, innovation, associate engagement and other traits that contribute to collaboration and high performance.
• Supervise, train and coach Member Experience Specialists.
• Develop and implement comprehensive training programs.
• Research and resolve complex member issues with professionalism and a high level of customer service, including de-escalation when necessary.
• Monitor and respond to incoming and outgoing calls in a timely manner, (e.g., updating member accounts information, processing check requests).
• Maintain strict confidentiality of member’s information.
• Ensure timely processing of incoming mail deposits and/or payments.
• Develop and manage performance goals and metric (e.g., call handling time, cross-selling of value-added products and/or services).
• Ensure completion of compliance related courses and adherence to service level agreements.
• Monitoring and reviewing member experience center reports to incorporate quality improvements.
• Serve as liaison between the member experience center and other departments.
• Management and oversight of 3 party vendor relationships.
• Develop and implement strategic member experience center metric initiatives to drive enhanced member experience.
• Other duties include but are not limited to, attending meetings, producing production reports, and supporting special projects as assigned.

Qualifications:

Required: High School Diploma/GED
5 - 7 years leadership experience in a high-volume banking or credit union call center environment
Proven expertise in handling escalated conflict resolution

Preferred: Bachelor’s degree in business or related discipline
Experience working with Cisco, Banno, Symitar, Synergy, and other related

Key Competencies & Skills:

• Organizational Awareness
• People development & Leadership
• Problem solving
• Oral communication
• Results orientation
• Strategic thinking & accountability

Work Environment:

Must be available to work occasional Saturdays based on business needs and scheduling requirements. Employees spend most of the 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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

Employees are regularly required to sit, stand and walk. Employees will use hands to finger, handle or feel, reach with hands and arms, and talk or hear. Employees must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds. Reasonable accommodation 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.