Member Service Representative - Casual

JOB CATEGORY : Clerical

KEY RESPONSIBILITIES

• Confirm receipt of referrals for product and service and contact the prospect. 
• Promote good member and customer relations by developing rapport 
• Inquiring and discussing the member/customer needs and priorities 
• Providing information on our products and services that meet member/customer needs 
• Referring members/customers to Service Representatives or other staff of the bank that can provide details that will give the member/customer full access to the products and services offered
• To provide information and service to all members of the JN Bank and all customers
• Confirm member/customer identification and determine business needs - Confirm member request and advise transaction that will be done to meet request
• Confirm transaction accuracy and completeness and check off all supporting documents - Invite member/customer to utilize other available channels for supporting similar requests
• Promote the use of other channels. - Direct supporting requests to other departments as needed and follow through to ensure member has access to the channel
• Provide information requested by member/customer and/or make referral to Officers of the bank as required.
• Follow through on requests to other branch to ensure that member has been dealt with in timely manner.
• Monitor Representative Office lobby facilities and phone answering support (including voice mail responses and phone prompts) to ensure that member and customer experience is meeting service level limits
• Report any issues affecting member or customer experience
• follow up on issue through to solution - Monitor members waiting in line or on the phone to ensure that wait times are not exceeding targets
• Work with supervisor to fast track service requests or schedule appointments with the members to reduce wait time
• Investigate account and request issues as required and provide updates on progress and details of solution to members/customers
• Assist in the preparation reports, as required - Prepare ad-hoc reports as required by current policy and procedures
• Maintain information to track achievements against office objectives and report on such performance as required.

REQUIRED QUALIFICATIONS & EXPERIENCE

• Bachelor's Degree in Business Administration or related qualification
• A minimum of one year experience within a financial institution
• Must be eligible to work in Canada

PERSONAL ATTRIBUTES

• Displays strong customer service orientation
• Communicates effectively – written and oral
• Possesses strong computer skills (Microsoft Office Word, Excel and Internet Explorer)
• Displays professionalism, dependability, integrity, trustworthiness combined with a cooperative attitude
• Functions effectively in a team environment with ability to lead and develop others