||Banking, Financial services & Insurance
JOB TITLE: Member Services Representative
OFFICE: Mainguard St./Westside/Oughterard.
REPORTS TO (MANAGER): Office Supervisor
Good Standard of Education.
QFA qualified or currently completing QFA exams an advantage.
OVERALL PURPOSE OF THE JOB:
Provides superior and quality member service. Provides members with efficient and accurate transaction processing. Sells the Credit Unions services. Provides member referrals for new services on a daily basis.
Operates a Member Services Representative window/counter to serve the
Credit Unions members by:
a. Accepting savings/deposits/loan repayments and withdrawals, verifying cash & signatures.
b. Identifying members and cashing cheques, or referring members to an officer for authorization to cash cheques.
c. Providing additional members services including Foreign Exchange, Travel & Home Insurance etc.
d. Balances cash daily
e. Accepting payments for all loans
f. Administration work such as sending statements, updating members
records and other ad hoc projects.
Escalation of any issues that impact on member services.
Perform as a team member
Opens new accounts.
Promotes the Credit Unions services.
Makes concentrated effort to solve member problems.
Promote and maintain positive relations with all contacts, members and potential members.
Comply with all Credit Union policies and procedures.
Contribute to the fulfilment of Credit Union objectives and goals.
Flexible to work in any of our three branches.
All other duties as assigned.
Competencies for this MSR Position
A competency is the term used to describe a cluster of related knowledge, skills, and attributes that contributes to successful job performance and, ultimately, to the goals and priorities of the Credit Union. The competencies required for the Member Services Representative role are:
Takes pride in and is committed to delivering superior and high quality member services
Presents a positive image to the member.
Is responsive and prompt, follows through on member enquiries, requests and
complaints with a timely and complete response.
Able to recognise when the member is under pressure or vulnerable and respond
appropriately - Is tactful and diplomatic.
Demonstrates sensitivity to cultural differences.
Owns the problem, takes personal responsibility for the resolution - Goes the extra
Takes a flexible approach in order to meet individual member needs within the scope of their role.
Demonstrates attention to detail and accuracy in approach, strives to meet performance standards.
Approaches daily tasks with energy, engagement and enthusiasm.
Carries out activities in an orderly and well-structured manner.
Shows patience and determination in resolving a problem
Adjusts communication style to the situation or person.
Communicates information in a friendly and approachable style.
Maintains accurate and up-to-date information.
Voluntarily puts forward suggestions for improvements.