Dakar Member Service Representative

You will provide exceptional 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 member account/loan problems, and assisting members to the fullest extent possible. Provide support as needed with various administrative functions related to the operations of UNFCU’s offices in Senegal. Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct.

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• 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’s policies and procedures, and keep abreast of changing/new regulations, UNFCU’s 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 assigned 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.
• Uphold UNFCU’s compliance with the Bank Secrecy Act and anti-money laundering policies and procedures, including:
  • Maintain awareness of and report suspicious activity
  • Complete all relevant BSA reports promptly and accurately (e.g. CTRs, SARs)
  • Complete annual BSA/AML/OFAC training

• University graduate and a minimum of 3-4 years of experience in a financial institution
• Experience with retail banking products and services preferable
• 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
• Fluency in English and French required (excellent oral and written communication skills)
• Must possess a friendly, positive and strong service orientation
• Excellent interpersonal skills, tact and diplomacy, and have awareness and sensitivity to cultural differences of others
• Willingness to travel and work overtime hours when required

• Experience working with diverse clients

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture. 

UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws.