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Job Description
Member Service Representative - Temp 6 month contract
Delivering exceptional member experiences through face-to-face, telephone, online, and email interactions while adhering to service standards and compliance.
Reporting to the Operations Manager, this role involves providing top-notch customer service, handling transactions, and maintaining a professional counter area.
Key Responsibilities:
- Provide exceptional customer service to members and potential new members, resolving queries efficiently and minimizing referrals to other departments.
- Handle transactions and counter procedures in a confidential and professional manner.
- Process member payments through the computerized member accounting system.
- Manage cash float and balance transactions while adhering to best practices and policies.
- Issue loan and share withdrawals to members.
- Take applications for opening accounts from new members, ensuring all necessary documentation is provided.
- Provide other counter services to members, such as Payzone and Fexco.
- Maintain a tidy and professional counter area.
- Perform other duties as advised by the Office Supervisor.
- Stay up-to-date on promotional initiatives and new products and services.
- Promote a culture that reflects the values and encourages good performance and excellent member services.
Competencies:
- Previous experience in a bank or credit union.
- QFA qualification desirable.
- Member-focused with a proven track record of delivering exceptional customer service.
- Excellent verbal and written communication skills with strong interpersonal skills.
- Active listening skills to accurately respond to inquiries and requests.
- Demonstrate strong analytical and numerical skills.
- Must be detail-oriented and well-organized with a professional phone manner.
- Flexible and adaptable with a positive attitude to change.
- Productive work habits, time management, workload management, and priority setting in line with quality decision-making.
- Compliance with policies and procedures.