• Member Service Representative - Entebbe

    Location UG-Entebbe
    Category
    Customer Service
  • Overview

    Under general supervision provide superior service to UNFCU membership promptly and courteously within established guidelines, most often facilitated through building effective relationships and diligent problem solving. Responsible for determining members' financial needs and making referrals where necessary, promoting the Credit Union's product line, processing new accounts/loan applications, resolving issues with member accounts/loans, and assisting members to the fullest extent possible.

    Responsibilities

    • Provide a memorable member experience at each and every touch point.
    • Deepen connections with members to better understand their needs by asking effective questions and building relationships.
    • Become a trusted advisor to members by presenting the features and benefits of UNFCU’s products and services that will best satisfy their current and future
    • Investigate issues with member accounts/loans, determine action necessary to resolve the issues, and ensure action is taken in a timely fashion; follow up to ensure that the issue is corrected, and keep members informed of the status of their issues.
    • Ensure compliance with applicable regulations and UNFCU policies and procedures, and keep abreast of changing/new regulations, UNFCU products, procedures and technology.
    • Verify eligibility of prospective members, establish new memberships, and open new accounts.
    • Respond to members’ telephone inquiries and requests, and prepare responses to member correspondence.
    • Maintain confidentiality of all member account information.
    • Assist with various functions that contribute towards the increased efficiency of the office, including but not limited to performing clerical/reception duties when necessary.
    • Make member presentations and carry out member service calls to members within their location and out of duty stations as required.
    • Participate in Credit Union training programs.
    • Exhibit flexibility and perform any other functions as requested by management.

    Qualifications

     TYPE & AMOUNT OF EXPERIENCE:

    • University graduate and a minimum of 3 years in a financial institution
    • Experience with retail banking products and mortgage financing products preferable
    • ATM supervision and reconciliation

     

    TECHNICAL COMPETENCIES:

    • Knowledge of regulations pertaining to accounts, services, confidentiality and lending, and/or ability and willingness to learn these as well as other skills and practices
    • Proficiency in Microsoft Office and the ability to learn and use other applications

     

    BEHAVIORAL COMPETENCIES:

    • Must possess a friendly, positive and strong service and sales orientation
    • Excellent oral and written communication skills (English required; French preferable)
    • Excellent interpersonal skills, tact and diplomacy, and have awareness and sensitivity to cultural differences of others

     

    WORK ENVIRONMENT/CONDITIONS:

    • Standard office conditions
    • Willingness to travel and work overtime hours when required
    •  

    In addition to any specific job requirements in connection with Bank Secrecy Act and/or OFAC (BSA), employee must (i) be aware of BSA matters commensurate with the position; (ii) report any suspicious activity to the manager or compliance department; and (iii) satisfactorily complete any required BSA training.

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