UNFCU - Member Service Representative

Department:

People & Change Kenya

Job type:

Permanent

Closing date:

08-Jan-16

Reference Number:

130-PEO00597

The Company

Our Client, the United Nations Federal Credit Union (UNFCU) is a member owned, not-for-profit cooperative institution that serves the financial needs of the United Nations staff, UN specialized agencies, and other families globally. In its quest to consolidate this global commitment, UNFCU would like to recruit result oriented individuals to fill the position of Member Service Representative based in Nairobi.

Roles & Responsibilities

Reporting to the Representative Office Manager, the Member Service Representative will be 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.

Duties and Responsibilities

•Utilize the Con2ect Member Experience Model to provide a memorable member experience at each and every touch point.
•Utilize the Con2ect Member Experience Model to deepen connections with members to better understand their needs by asking effective questions and building relationships.
•Utilize the Con2ect Member Experience Model to 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 needs.
•Investigate member account/ loan issues, determine action necessary to resolve the issue, and ensure that this 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.
•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 member telephone inquiries and requests. 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. This could include performing clerical/reception/telephone duties to support department when necessary.
•Participate in Credit Union training programs.
•Perform any other functions as requested by Supervisor/Management which stay within the competence of UNFCU business in Nairobi. 

Requirements

•Bachelor’s Degree in Business Administration, Banking or related discipline.
•Three years’ experience in retail banking products and mortgage financing products within a financial institution.
•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, is required.

Behavioral Competencies

•Must possess a friendly, positive and strong service orientation.
•Must have excellent communication and presentation skills, computer ability, sales orientation, fluency in Swahili and English, and a professional appearance.
•Must be willing to work occasional overtime hours.

Work Environment/ Conditions

•Standard office conditions.

Note

In addition to any specific job requirements in connection with Bank Secrecy Act and/or OFAC (BSA), employee must
•Be aware of BSA matters commensurate with the position
•Report any suspicious activity to the manager or compliance department
•Satisfactorily complete any required BSA training.

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