Job Summary

The job holder will be responsible for handling face to face interactions and calls from existing and potential Members. using knowledge of the Society’s services/products as well as great customer service skills, to address issues, provide support and offer information needed to keep Members satisfied.

Key Tasks and Responsibilities

• Responding to Member queries and complaints, through telephone, email.
• Updating the Member complaints register daily to reflect nature of complaint and resolution provided.
• Supporting the implementation of new product launches.
• Ensuring up to date member information as per the policies.
• Informing Members by explaining procedures, answering questions, and providing information.
• Maintaining communication equipment by reporting problems to Branch operations.
• Maintaining and improving quality results by adhering to standards and guidelines while recommending improved procedures.
• Performing teller duties as appropriate.
• Updating job knowledge by studying new Society product descriptions and participating in Member educational opportunities.
• Entering new Member information into the system and updates existing Member information.
• Identifying and escalating priority issues to the Branch Operations Officer and Branch Manager.
• Routing calls to appropriate officers.
• Processing Member Automated Teller Management Cards.
• Capturing and initiating member data on standing orders, funds transfers, member changes.

PERSON SPECIFICATIONS

Academic Qualifications

• Diploma / Higher Diploma in Business administration, Public Relationship/Sales, Marketing or a related field.

Experience

• Three (3) years’ experience.

Knowledge, skills and attributes

• Must have knowledge in use of MS office packages.
• Ability to communicate.
• Report writing skills.
• Ability to read, write and perform simple arithmetic calculations.
• Adequate verbal skills at a non-technical level.
• Familiarity with uninvolved, standardized work procedure.

• Responding to Member queries and complaints, through telephone, email.
• Updating the Member complaints register daily to reflect nature of complaint and resolution provided.
• Supporting the implementation of new product launches.
• Ensuring up to date member information as per the policies.
• Informing Members by explaining procedures, answering questions, and providing information.
• Maintaining communication equipment by reporting problems to Branch operations.
• Maintaining and improving quality results by adhering to standards and guidelines while recommending improved procedures.
• Performing teller duties as appropriate.
• Updating job knowledge by studying new Society product descriptions and participating in Member educational opportunities.
• Entering new Member information into the system and updates existing Member information.
• Identifying and escalating priority issues to the Branch Operations Officer and Branch Manager.
• Routing calls to appropriate officers.
• Processing Member Automated Teller Management Cards.
• Capturing and initiating member data on standing orders, funds transfers, member changes.

• Must have knowledge in use of MS office packages.
• Ability to communicate.
• Report writing skills.
• Ability to read, write and perform simple arithmetic calculations.
• Adequate verbal skills at a non-technical level.
• Familiarity with uninvolved, standardized work procedure.

• Diploma / Higher Diploma in Business administration, Public Relationship/Sales, Marketing or a related field.