MEMBER SERVICE OFFICER

Under the general direction of the Member Service Supervisor, the Member Services Officer is accountable for the effective and efficient delivery of services to Members.

JOB SUMMARY

Under the general direction of the Member Service Supervisor, the Member Services Officer is accountable for the effective and efficient delivery of services to Members.

MINIMUM REQUIREMENTS

(a)        Qualification and Experience:

• A Bachelor’s Degree in Business Administration or equivalent
• Training in Customer Service
• A Minimum of two (2) years experience in a similar position

(b)        Specific Knowledge Required:

• Sound knowledge of Emortelle
• Excellent interpersonal and communication skills;
• Excellent customer service and conflict resolution skills;
• Working knowledge of loan and saving policies;
• Working knowledge of savings and disbursement procedures;
• Proficient in the use of Microsoft Office applications;
• Sound knowledge of POCA and anti-money laundering legislation;
• Good time management skills

(c)       Special Conditions Associated with the Job:

• Extended hours, when necessary

DUTIES & RESPONSIBILITIES:

• Provide information about the Credit Union’s products and services to members and the public.
• Enroll and record new members and nomination cards in the members’ register and on Emortelle system.
• Accept requests from members for letters, statements, etc.
• Assist in addressing members’ complaints and queries.
• Assist in signing up new members and opening new accounts.
• Issue and PIN members’ Access Plus Debit Cards.
• Assist members in completing application forms (including membership, FIP, Partner Plan and Loans etc.)
• Contact members for verification of incomplete forms.
• Review loan applications to ensure compliance before submission to the Member Service Supervisor as per policy guidelines.
• Respond to members’ loans queries via phone or online messaging.
• Provide general loan information to members and/or their co-makers.
• Interview members for loans and offer solutions to meet their needs.
• Contact members for verification of incomplete application forms.
• Aggressively market new and existing products to members in alignment with their financial needs
• Prepare and assist with Death Claims in accordance with Credit Union policy whenever necessary.
• Complete and submit members’ salary deduction forms.
• Continuously update members’ account and applications.
• Assist with research on members’ accounts. Request members and Co-Makers’ files where necessary.
• Assist with the preparation of journal vouchers for share transfer of members’ loan accounts etc.
• Maintain proper filing of loan documentation.

PERFORMANCE CRITERIA:

Performance is considered satisfactory when:

• Member queries are speedily addressed
• Information provided is accurate and complete
• Members are treated with courtesy and respect
• Monthly, quarterly and annual targets are met

Applications and Resumes should be sent by Friday, 8 December 2023