Member Care Generalist

The incumbent is accountable for the achievement of the service delivery and member satisfaction strategic objectives as well as the efficient processing of member requests in order that the Credit Union Organization achieves its Mission, Vision and Major Targets.

SUMMARY OF DUTIES

1. Attend to member requests such as opening accounts, funds transfer, loan applications and any other member related duties assigned.  
2. Manage members accounts and ensure that the customer service culture is maintained in accordance with established standards.  
3. Actively market the Credit Union as well as its products and services to potential and existing members thereby contributing to the expansion and diversification of its membership and increase in revenue. 
4. Monitor the status of assigned accounts to: 
   1. identify sales opportunities 
   2. assess members’ needs and propose solutions to meet those needs  
   3. advise of maturity of instruments 
   4. negotiate changes based on established policies and procedures 
   5. process payment of interest 
   6. Identify late payments for loans and manage member relationship to regularize payments. 
5. Actively read and stay abreast of all policies, procedures, applicable regulatory/legislative guidelines, and email communication in order to effectively fulfil the requirements of the job. 
6. Undertake the analysis, evaluation, and underwriting of proposed credit facilities for customers and prospects. 
7. Assesses credit opportunities; identify key risks, and structure alternatives working with the Business Development Leader Credit and Member Relationship Managers and Loan Adjudicators. 
8. Takes ownership of the credit process, making decisions in the best interest of the member and organization. 
9. Establishes rapport; maintain and grow important relationships within the portfolio. 

10. Support the credit process by conducting research on borrowers and industries. 

11. Provide Teller, Member Care Representative, Receptionist Relief as may be required. 

QUALIFICATION & EXPERIENCE

• A Bachelor’s Degree in Business Administration, Management, Accounting, Finance, or its equivalent from an accredited tertiary institution. 

• A minimum of two (2) years’ experience in a similar position, particularly in Member (Client/Customer) Relationship in a credit union, commercial or investment bank. 

JOB SPECIFICATIONS

1. Sound knowledge of the concepts, principles and practices of sales, marketing, customer relations and financial planning.
2. Excellent negotiation, selling and interviewing skills.
3. Excellent human relations, networking, and communication skills.
4. Excellent analytical, time management and problem-solving skills.
5. Ability to organize, multi-task, prioritize and work under pressure
6. High level of professionalism, integrity, and confidentiality
7. Ability to process high volume data entry with speed and accuracy.
8. Ability to adapt to changes in the workplace.
9. Ability to work independently and as part of a team.
10. Motivated by the attainment of excellent customer service.