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Victoria Mutual Building Society (VMBS)

Member Engagement Agent

Victoria Mutual Building Society (VMBS)

  • Kingston and St. Andrew / St. Catherine
  • Not disclosed
  • Contract
  • Updated 16/08/2024
  • Talent Acquisition
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To provide timely, accurate resolution of customer service inquires received via all contact channels on behalf of the VM Group.

The successful candidate will possess:

  • Five (5) CXC's or equivalent- English and Mathematics are mandatory
  • At least six (6) months work experience in a call centre enviroment.
  • Must be able to communicate effectively, using high degree of telephone etiquette and techniques, in a clear speaking voice.
  • Must possess and be able to demonstrate strong influencing and closing skills.
DUTIES AND RESPONSIBILITIES
  • Answer calls professionally.
  • Arrive on time for each shift and comply with the operational standards of the Member Engagement Centre and the VM Group.
  • Respond to member/customer/client inquiries received via all contact channels on behalf of the VM Group in keeping with service levels.
  • Respond to all written member/customer/client requests.
  • Answer queries by clarifying desired information, researching, locating, and providing information.
    • Provide support to members/customers/customer/client using online/electronic channels.
    • Provide support to members/customers/customer/client paying bills using online services via all channels used to serve the members and clients across the VM Group.
    • Identify opportunities for members/customers/customer/client to purchase additional products and services across the VM Group, as appropriate and refer to sales team.
    • Make outbound contacts with sales leads and achieve set targets.
    • Make outbound contacts as part of routine operations or as part of a campaign.
    • Complete all logs.
  • Research required information using available resources.
  • Own, log, and resolve member/customer/client issues.
  • Ensure tickets are closed as per service level agreement.
  • Receive, log, and immediately escalate member/customer/client complaints.
  • Follow-up with member/customer/client 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.
  • Provide member/customers/customer/clients with product and service information.
  • Identify and escalate priority issues.
  • Route incoming contacts to appropriate resource.
  • Produce all reports.
  • Update job knowledge by participation in educational/training opportunities.
  • Read product and policy manuals and updates to keep abreast of changes/requirements.
  • Adhere to the service levels of the Member Engagement Centre to ensure optimal service delivery to the members and clients of the VM Group.

 

** Contact Channels – telephone, email, inline chat, social media and any additional channels**

Ref: Member Engagement Agent
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Victoria Mutual Building Society (VMBS)

Victoria Mutual Building Society (VMBS)

View Employer Profile

  • Chief Office: 8-10 Duke Street, P.O. Box 90, Kingston, Jamaica
  • (876) 922-8627