Customer Service Representative (JDIC)

Customer Service Representative

JAMAICA DEPOSIT INSURANCE CORPORATION 

JDIC - CUSTOMER SERVICE REPRESENTATIVE (New role)

We are seeking a resourceful, highly organized and communicative individual who is passionate about customer services to fill the role of Customer Services Representative, reporting to the Director Corporate Planning and Communications Branch.  

If you are open to the challenge, this is a career opportunity for you!

About the JDIC:

The Jamaica Deposit Insurance Corporation (JDIC) was created by the Government of Jamaica to protect depositors and promote stability and confidence in Jamaica’s financial system and has a mission to:

• Protect insured deposits against loss due to the non-viability of Deposit Taking Institutions; 
• Provide financial and other assistance  in the restructuring/resolution of non-viable Deposit Taking Institutions consistent with the parent legislation for the resolution of financial institutions and other applicable law and standards of best practice;
• Manage the Deposit Insurance Fund consistent with its statutory objects;
• Support the promotion of financial consumer protection and financial inclusion;
• Take such necessary steps to minimize its exposure to loss. 

To execute its Mission, JDIC operates  a knowledge management environment which promotes excellence in professional and technical expertise allowing  employees to realize their potential.  The JDIC core values of Accountability, Communication, Excellence, Professionalism and Teamwork support the institutional strength of the JDIC and its expert cadre of staff.   The JDIC has continued to introduce progressive workplace policies as it expands the team in line with approvals to increase staff complement to meet the widening scope of its mandate.

The JDIC is regularly cited for its strong reputation for compliance.  JDIC Officers currently sit on the Executive Council and Committees of the International Association of Deposit Insurers (IADI), including chairing its Audit & Risk Council Committee. 

More information on the JDIC can be viewed on their website: https://www.jdic.org

About the Role:

 Reporting to the Director, Corporate Planning and Communications, the successful candidate will be responsible for the front-line response to JDIC Member Institutions, depositors and other consumers of financial services and the dissemination of deposit insurance information, consistent with the public education and awareness programme and the communications protocols. This involves the timely escalation of issues to ensure effective relationships management and enhanced customer service delivery to all stakeholders.  

Core Responsibilities:

1. Ensure that customers telephone calls or visits to the office are promptly, courteously and professionally attended to; accurately informed and routed to the relevant personnel/Branch, based on prior agreements or according to the established procedures.  
2. Extract, prepare and maintain telephone call log statistics, including accurate records of request for information on deposit insurance, complaints relating to JDIC or its Member Institutions, correspondences and ensuring that such records and/or related information are passed to the appropriate management personnel in a timely manner for the necessary action and follow up.
3. Participate in the Corporation’s public education and corporate social responsibility initiatives. 
4. Maintain accurate records of all inbound correspondence (mails) and the dispatch of cheques and other correspondence as directed.
5. Manage the foyer experience for clients and stakeholders. 

Qualifications, Experience and Specialized Training:

• Associate degree in business administration or equivalent qualifications from a recognised tertiary institution.
• Two (2) years’ working experience as a Customer Service Agent or similar position.

  Required Skills:

• Sound background in customer relations
• Working knowledge of customer service 
• Strong communications skills
• Good human relation/interpersonal skills
• Sound negotiation and persuasion skills
• Sound analytical and investigative skills
• Excellent command of the English language
• Must be able to work effectively under demanding conditions
• Ability to multitask, prioritize and manage time effectively 
• Knowledge of record keeping procedures
• Understanding of the deposit insurance (DI) industry and the local financial services industry covered by DI
• Good knowledge of the relevant computer applications, e.g. Microsoft Office

 We thank all applicants for their interest, however, only short-listed candidates will be contacted.