JOB DESCRIPTION

JOB TITLE

CUSTOMER SERVICE REPRESENTATIVE.

REPORTS TO

BRANCH MANAGER

JOB ROLE

Customer Service Representatives are the face of the credit union for members. We expect CSRs to act in a professional and courteous manner at all times to new and existing members of the Credit Union by providing a first class service and helping LCCU grow within the community.

Based within the branch network, you will be upskilled to assist within the Switchboard team to help provide a seamless member service.

This role includes alternative Saturday working.

RESPONSIBILITIES

·Ensure all customers receive excellent service and help with queries, concerns or complaints face to face or via the telephone.

· To receive all deposits and loan repayments from members and to disburse all cash and cheque payments upon request. Process cheques received and requested by members. Record all credits and debits in members’ passbooks. Accurately balance cash and cheque transactions daily.

·Open accounts for new members and informing them about the range of products and services available, and assist members with queries related to deposits, withdrawals, loan repayments and update member profiles by processing of all relevant forms to the database.

·Promote LCCU products to existing and new members

·Data entry in housed system ‘Curtains’ processing savings deposits, withdrawals & Loans

·Manage members’ personal details in accordance with the Data Protection Act.

· Adherence to established systems and operational procedures with regards to the disclosure of confidential information and protection of personal and sensitive member information

·Keep the front office clean and tidy so as to project a favourable image of the Credit Union.

·To develop and maintain a thorough knowledge of all relevant services, systems and procedures. 

·Ensure branch filing is kept up to date.

·Keep under review his/her own training needs and relay to the line manager.

·Any other related duties that may be assigned from time to time.

FINANCIAL TRANSACTIONS

To manage own cash transactions to a high standard of accuracy.

Assist members with queries related to deposits, withdrawals, loan repayments and passbooks.

Ability to train and supervise new staff and carry out branch security procedures.

MARKETING/PROMOTION

Contribute towards marketing efforts in respect of calls, SMSs and in-branch literature.

Keep the front office clean and tidy so as to project a favourable image of the Credit Union.

Contribute to branch targets for membership, savings, loans and CUCA and to achieve these goals.

BANKING SERVICES

The promotion of the Credit Union and its Banking services to all existing and potential members.

To be conversant with and promote the Credit Union Current Account (CUCA) and other services.

Enroll, process applications, open accounts for and issue all relevant documents and other items to new current account customers.

Update information on the database by completing and processing all relevant forms and data.

To answer all queries related to the products and services.

To take instructions from members regarding standing order or direct debits.

To comply with all security guidelines and data protection regulations

To inform members about the proper use of the Current Account so as to avoid them incurring excessive fees and charges

To ensure that all staff are able to amend personal information on the database correctly.

To complete current account applications, verify supporting documentation and to input details accurately. To review progress of application and update Credit Union main database with new account information.

To encourage members to use online and telephone banking services.

MEMBER/CUSTOMER RELATIONS

To serve as a direct point of contact for customers and staff

To provide a positive image of the organisation in all dealings with members and the public.

To deal with any member complaints and escalate to the branch manager if required.

Complete the opening of new accounts with members informed about the range of products available.

Ensure all customers receive excellent service and help with queries, concerns or complaints.

Interact with prospective customers to promote the Credit Union and its products/services.

To advise members on the benefits of regular saving and importance of prompt loan repayments.

Develop and assist in training new staff and volunteers

Ensure all electronic and hard copies of records are promptly, accurately and securely filed.

Adherence to established systems and operational procedures with regards to the disclosure of confidential member information.

LOANS

To assist the branch manager in promoting loans to members,

Keep members informed of the loan process.

Assist with any queries / complaints / ad hoc tasks.

COMPETENCY

A minimum of two years’ experience as a direct point of contact for customers.

Cash handling/till balancing experience

Familiarity with the promotion and delivery of financial products or services.

Basic knowledge and understanding of sales.

Basic IT skills.

PERSONAL SPECIFICATION

Must be flexible and willing to work according to the needs of the service

Minimum of 2 years’ experiences in finance or similar role.

Knowledge of credit union products and services.

Willing to undertake professional training.

Able to work alternate Saturdays.

This job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities required of employees in this position. Further, this job description should not be considered an employment contract. All employment is employment at-will. We reserve the right to modify job duties or descriptions at any time.