Member Service Representative

Mission
Under general supervision, provide prompt, courteous and exceptional service to UNFCU members by building effective relationships and resolving problems diligently. Assess members’ financial needs, promote appropriate products and services, process new account and loan applications, resolve account and loan issues, and support administrative functions related to UNFCU’s operations in Senegal. Ensure compliance with applicable laws, regulations, UNFCU policies, and the Code of Ethics & Business Conduct.

Main Responsibilities:
• 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.
• Promptly greet members, vendors and other guests visiting the Credit Union. Determine the nature of their inquiry and direct them to the appropriate department.
• Receive incoming telephone calls. Respond to inquiries or direct as appropriate to other department personnel.
• Sort and distribute mail and faxes. Prepare correspondence and documents for the department as needed.
• Perform and assist with various functions that contribute towards the increased efficiency of the business and of member-related services.
• Record and track office performance.
• Assist other UNFCU colleagues, branches, offices and departments with various functions or projects.
• Respond to member inquiries and requests in a prompt, efficient and friendly manner.
• Develop and maintain a positive business relationship with members and colleagues.
• Work on various short and long-term projects, as directed.
• Participate in UNFCU training programs. • Help conduct market and competitive research, as requested.
• Create and maintain databases and spreadsheets for preparation of department reports using various applications. Create simple and some intermediate database queries for analysis as needed.
• Maintain calendar of itineraries and schedule/coordinate business meetings and teleconferences.
• Coordinate travel arrangements.
• Reconcile office bill/corporate and other miscellaneous expenses.
• Record minutes for departmental meetings.
• Order and monitor supplies as needed.
• Schedule conference rooms and meetings as needed.
• Perform additional responsibilities as assigned
• 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

Candidate Profile:
• University degree and a minimum of three to four years of experience in a financial institution.
• Experience with retail banking products and services is preferred.
• Knowledge of regulations governing accounts, services, confidentiality and lending, or demonstrated ability and willingness to learn them.
• Proficiency in Microsoft Office and the ability to learn and use other applications.
• Fluency in English and French, with excellent oral and written communication skills.
• Friendly and positive attitude with a strong service orientation.
• Excellent interpersonal skills, tact, diplomacy, and sensitivity to cultural differences.
• Availability to work on site, travel, and work overtime when required.

Application Package:
• Cover letter.
• Relevant CV (maximum three pages), highlighting the most significant references from your professional experience.
• Copies of diplomas and employment certificates.