Member Service Officer

The Member Services Officer delivers a wide range of services to Credit Union members. This role involves understanding products, proactively meeting members' needs, resolving issues, and enhancing satisfaction while supporting Credit Union growth.

Job Summary:

Under the general direction of the Member Service Supervisor, the Member Services Officer is responsible for the effective and efficient delivery of a broad range of services to Credit Union members. This role requires a deep understanding of the Credit Union’s products and services, proactive engagement with members to identify and meet their financial needs, and the ability to resolve issues in a manner that enhances member satisfaction and loyalty. The Member Services Officer plays a crucial role in both the day-to-day operations and the long-term growth of the Credit Union, contributing to its reputation for excellent service and member care.

Main Responsibilities:

• Provide Comprehensive Information: Offer detailed information about the Credit Union’s full range of products and services, ensuring that members are well-informed and able to make the best financial decisions.
• Address Member Concerns: Handle and resolve member complaints and queries in a timely and professional manner, using strong problem-solving skills to ensure member satisfaction.
• Member Onboarding: Assist in the onboarding process for new members, including signing up new members, opening accounts, and providing guidance on the Credit Union’s offerings.
• Loan Interviews and Solutions: Conduct in-depth interviews with members seeking loans, understanding their financial needs, and offering tailored loan solutions that best meet their circumstances.
• Loan Query Response: Respond to member inquiries regarding loans via phone, email, or online messaging platforms, providing clear and accurate information.
• Proactive Marketing: Aggressively market new and existing products to members, using a consultative approach to align offerings with the specific financial needs and goals of each member. Actively seek opportunities to cross-sell and upsell products.
• Account Research and Support: Assist with in-depth research on members’ accounts to support various needs, including account history reviews, balance inquiries, and transaction verification.
• Record Management: Maintain accurate and up-to-date records of all member interactions, transactions, and communications, ensuring compliance with internal policies and external regulations.
• Member Engagement: Build and maintain strong relationships with members, encouraging feedback and fostering a sense of community within the Credit Union.
• Operational Support: Provide support to other departments as needed, ensuring smooth operations and a cohesive member experience across all touchpoints.

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:

• Interpersonal and Communication Skills: Excellent verbal and written communication skills, with the ability to interact positively with members and colleagues at all levels.
• Customer Service Excellence: Demonstrated ability to deliver exceptional customer service, with a focus on conflict resolution and member satisfaction.
• Technical Proficiency: Proficient in Microsoft Office applications, including Word, Excel, and Outlook, with the ability to quickly learn and adapt to new software and technologies.
• Regulatory Knowledge: Sound understanding of POCA (Proceeds of Crime Act) and anti-money laundering legislation, ensuring compliance in all member interactions and transactions.
• Time Management: Strong organizational and time management skills, with the ability to prioritize tasks, meet deadlines, and handle multiple responsibilities simultaneously.

Other Competencies:

• Problem-Solving Ability: Strong analytical skills to identify issues, evaluate options, and implement effective solutions.
• Attention to Detail: Meticulous in maintaining records, processing transactions, and following procedures to ensure accuracy and compliance.
• Team Collaboration: Ability to work collaboratively within a team environment, sharing knowledge and supporting colleagues to achieve common goals.
• Adaptability: Flexible and open to change, with the ability to thrive in a dynamic and fast-paced work environment.