Member Engagement Officer (VM Financial Group)

To provide timely, accurate resolution of customer service inquires received via letter, telephone, email, website or social media and from end-users who require assistance with their login credentials and user support in order to access and/or use our online/electronic channel solutions.

JOB SUMMARY:

To provide timely, accurate resolution of customer service inquires received via letter, telephone, email, website or social media and from end-users who require assistance with their login credentials and user support in order to access and/or use our online/electronic channel solutions.

MAJOR RESPONSIBILITIES:

• Answer calls professionally.
• Respond to member/customer inquiries received via telephone, email, website or social media.

• Respond to all written member/customer requests.

• Answer queries by clarifying desired information, researching, locating and providing information.
• Dispatch physical documents as requested by members without access to email or where no telephone number is provided.
• Provide support to members/customers using online/electronic channels.
• Provide support to members/customers paying bills using online services via the telephone or web-based applications.
• Identify opportunities for members/customers to purchase additional products and services, as appropriate and refer to sales team.
• Make outbound calls to sales leads and achieve set targets.
• Make outbound calls as part of routine operations or as part of a campaign.
• Complete call logs.

• Research required information using available resources.
• Own, log and resolve member/customer issues.
• Ensure tickets are closed as per service level agreement.
• Receive, log and immediately escalate member/customer complaints.
• Follow-up with member/customer and internal resources at agreed intervals on the state of open issues/complaints. 
• Resolve issues by clarifying desired information, researching and exploring answers and alternative solutions, implementing said solutions and escalating unresolved issues.

• Dispatch automatically generated letters.
• Provide member/customers with product and service information.
• Maintain member/customer information.
• Identify and escalate priority issues.
• Route incoming calls to appropriate resource.

• Produce call reports.
• Update job knowledge by participation in educational/training opportunities.

 QUALIFICATION & EXPERIENCE:

• Bachelors Degree in Business Administration or any other related field.
• Minimum one (1) year’s working experience.

 KNOWLEDGE AND COMPETENCIES:

• Proficient in the use of Signature10, Microsoft Office Suite and be able to navigate new software quickly.
• Knowledge of customer service principles and practices to include call centre telephony.
• Knowledge of the VM Building Society’s Products and Services.