Member Service Officer

Under the direction of the Member Service Supervisor, the Member Services Officer delivers efficient, high-quality service to members, applies strong knowledge of Credit Union products, proactively meets member needs, resolves issues, and supports member satisfaction, loyalty, and growth.

Main Responsibilities:

• Provide accurate and comprehensive information on the Credit Union’s products and services
• Assist members with account opening, onboarding, and general account maintenance
• Conduct loan interviews, assess member needs, and provide appropriate loan solutions
• Respond to member queries and complaints professionally via in-person, telephone, and electronic channels
• Proactively market and cross-sell Credit Union products and services
• Conduct account research and transaction verification as required
• Maintain accurate and up-to-date member records and documentation
• Ensure full compliance with POCA, AML/CFT, KYE, and internal policies
• Build and maintain positive relationships with members to enhance loyalty and retention
• Provide operational support to other departments as required

Qualification and Experience:

• A Bachelor’s Degree in Business Administration, Finance, or a related field, or equivalent professional experience.
• Formal training in Customer Service, with a focus on financial services or credit unions.
• A minimum of two (2) years of experience in a similar position, preferably within a financial institution or credit union.

 Specific Knowledge Required:

• Strong interpersonal, verbal, and written communication skills
• Demonstrated ability to deliver high-quality customer service
• Sound working knowledge of POCA and AML/CFT requirements
• Proficiency in Microsoft Office applications
• Strong organisational, time-management, and problem-solving skills
• High level of accuracy, integrity, and attention to detail
• Ability to work effectively in a team-oriented and fast-paced environment