Member Service Agent

The incumbent performs an important function in representing the company’s image and reputation. The incumbent must therefore be courteous, pleasant, reflecting a positive demeanor in all interactions with callers.

SPECIFIC ACCOUNTABILITIES/MAJOR TASKS

The Member Service Agent is accountable for the following results:

1. Answer all incoming telephone calls and caller’s inquiries professionally and politely, giving polite assistance to callers and best services.
2. To make clear and accurate communication to the other party on the other end of the line.
3. Relay information as quickly and as accurately as possible, when the other party asks for a certain phone number(s), he/she has to look up his computerized or manual directory with alertness and presence of mind.
4. Re-direct and diverts calls to appropriate parties and offices and takes adequate messages when required.
5. Receive and places outgoing and inter-office telephone calls. To call up or dispatch the appropriate personnel in cases of emergency
6. Greet all calling members and courteously, determines their needs and directs them to the relevant person and/or office.
7. Provide additional information to members as it relates to all products and services of the Credit Union, when possible.
8. Maintain a record of all incoming calls.
9. Assist the Executive Administrative Assistant in handling calls to the General Manager’s office.
10. Provide other related duties as required.

QUALIFICATION REQUIREMENTS

The incumbent should be a high school graduate with at least 4 CXC/CSEC passes including English Language and Mathematics/Accounts, with a minimum two years of experience performing a similar function. The incumbent must also be computer literate, possess accurate keyboard skills and be able to type quickly and accurately.