Member Service Representative

Member Service Representative

Member Service Representative

Reporting to the Member Service Supervisor the incumbent will be responsible providing excellent customer service for walk-in and online members and resolving customer issues/queries in efforts to meet the members expectations.

Responsibilities

• Sell the Credit Union’s products and services and provide financial advise to the members
• Attend to walk and call-in customers by actively providing superior customer service on a consistent basis
• Process internet banking transactions on a timely basis
• Handling customer complaints, provide appropriate solutions and alternatives.
• Participating in all refreshers, reviews or courses for policies, procedures, system and method updates and regulations as required.
• Perform teller duties in accordance with operational guidelines
• Process new and dormant membership applications and file after approval
• Update members accounts with KYC information as per regulation
• Answer incoming telephone calls in a professional and courteous manner, and route calls to the appropriate parties
• Filing of member service department documents

• Identifying and assessing customers’ needs to achieve satisfaction.
• Building sustainable relationships and trust with customer accounts through open and interactive communication.
• Providing accurate, valid and complete information by using the right methods/tools.