Member Service Representative

Job Title: Member Service Rep. Department: Member Services Core Functions: • Provide exceptional service to all members. • Open accounts for all products. • Answer the telephone and attend to members requests. • Processing of members’ transactions.

JOB SPECIFICATION & DESCRIPTION

Job Title: Member Service Rep.

Department: Member Services

Core Functions:

• Provide exceptional service to all members.
• Open accounts for all products.
• Answer the telephone and attend to members requests.
• Processing of members’ transactions.
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Minimum Educational Requirements:

(a) Specific Knowledge Required to Start:

• Basic knowledge of Accounting.
• Credit Union’s processing procedures
• Knowledge of the Credit Unions product and services.
• Basic knowledge of computer.

(b) Qualifications and Experience:

• Bachelor of Science (BSc) degree in Management Studies, accounting, Economics, Finance and Banking

Minimum two (2) years working experience preferably in a Credit Union or other financial institution.

Required Skills and Specialized Techniques

• Excellent Communication skills both oral and written
• Good organization skills
• Basic knowledge of computing

Desired Attitudes/Personal Traits

• Pleasant manner, ready smile.
• Courteous and tactful in dealing with people at all levels.
• Display some amount of patience
• Display some degree of self assurance/confidence
• Maturity and integrity
• Neat, clean appearance
• Professionalism
• Confidentiality

Performance Criteria:

• Ability to meet deadlines.
• Integrity – Confidentiality in handling of Credit Union files and Code of Ethics.
• Accuracy and efficiency in preparing entries.
• Attendance and Punctuality – responsible attitude, work up to date.

RESPONSIBILITIES AND DUTIES

(1)	Open accounts for all products including Golden Harvest, Family Indemnity Plan (FIP), Health Insurance, Fixed Deposits, Long Terms Savings (LSA), Partner Plan and ensuring that all Know Your Customer (KYC) documentations are in order. 
(2)	Balance Golden Harvest account and remit insurance premiums to Cuna Mutual Financial Group (CMFG) Monthly.
(3)	Type Golden Harvest correspondence for members and for Cuna.
(4)	Answer the telephone and attend to members’ requests daily.
(5)	Accept and process all payments and withdrawals to and from members’ account.
(6)	Balance the days transactions and arrange for daily lodgements to the Credit Union’s account. 
(7)	Update members’ Fixed Deposit Accounts
(8)	File membership/nomination card daily
(9)	Research Credit Union’s database to ensure each member has at least a minimum or three (3) to four (4) products with the Credit Union and offer other products where applicable.
(10)	Attending Annual General Meeting and other meetings.
(11)	Type correspondence for the Member Services Department
(12)	Action the Dormant Account Print.
(13)	Action the 180 days inactive account prints.
(14)	Call at least twenty-five (25) members per week and offer products and services (offer a minimum for twenty (20) existing members a solution each month)
(15)	Perform any other duties that may be assigned.