General Clerk - Branch Operations
🏦 Fairview Service Center | 💼 Full Time | ⌚ Posted Oct 20, 2023
The incumbent is responsible for providing relief services for all frontline areas to include Teller, Receptionist, Branch Ambassador and Member Care Representative. The incumbent would also be responsible for monitoring of telephone as necessary.
Responsibilities
Major Duties
Planning:
Contribute to the Branch Strategic Planning process.
In conjunction with the Branch Supervisor, prepare own Job Accountability, performance targets and Individual Development Plan.
Execution
Attend to member requests such and queries, route calls as necessary and disseminate accurate information.
Actively market the Credit Union as well as its products and services to potential and existing members thereby contributing to the expansion and diversification of its membership and increase in revenue.
Monitor the status of assigned accounts to:
JOB DESCRIPTION
RECEPTIONIST
a) Provide general information to members and the public.
b) Deal with member queries and be able to offer extensive information on the Credit Union and its services.
c) Complete applications and orient new members in the Credit Union operation.
d) Update New Members’ Register daily.
e) Process members’ ID cards.
f) Process and file Signature Cards.
g) Receive and route telephone calls.
h) Record and deliver FIP certificates to members.
i) Photocopy documents as needed.
j) Assist in logging incoming and out-going mails (in dual custody) with a senior officer, Supervisor or Manager of the Branch Operations; Record same in Value/Log Book
BRANCH AMBASSADOR
Screen and direct members, suppliers, stakeholders and potential members to the appropriate personnel.
Monitor and manage the flow of walk-ins to ensure that timely routing to the appropriate service area/person is accomplished.
Communicate with the appropriate staff member in handling of members’ queries/requests.
Respond to all requests for balances, statements and brochures with product and services information and ensure that proper identification is presented by the Member.
Encourage members to use all the services offered by the credit union.
Log all complaints received from members and provide information to the Branch Supervisor.
Ensure that all issues/complaints received are handled and resolved in a professional and courteous manner.
Assist members with using the ATM as necessary; pinning of ATM new cards
Assist with the up-dating of members passbook;
MEMBER CARE REPRESENTATIVE
Consistently promote and cross-sell the Credit Union’s products and services by providing financial advice to members and prospective members.
Interview and profile members to identify product/service best suited to their financial needs and/or to set up a contract ensuring proper approval and documentation.
Monitor the status of assigned accounts/portfolios to identify sales opportunities for loans and deposits.
Carry out data search, verify customer signature and check the accuracy and completeness of forms before processing.
Accurately input new membership data to system, ensuring that forms are properly completed, and the relevant supporting documents are collected (ID, TRN and Signature Card) and approved.
Accurately input beneficiaries’ information to the system.
Ensure proper disclosure to members/potential members of the terms and conditions related to all transactions and the relevant fees, and where applicable, collect the appropriate charges (e.g., charges incurred re Embassy Letters, account opening, loans etc).
Receive, Input, validate and generate relevant data/documents (e.g., Standing Order; Loans, Deposit, Embassy Letters, Change Requests, etc.) ensuring accuracy of data, receipt of appropriate documentation and signature verification before seeking approval.
Liaise with member and/or Branch Supervisor regarding transaction processing and portfolio performance.
Review written instructions from members and ascertain method of payment for loans processed ensuring that stipulated guidelines are followed prior to submitting for approval.
Liaise with Securities Administration regarding the preparation of the Security Documentation for loans.
Issue and pin debit cards for members.
Update Operating System with debit card information for each member (new/limit/change/hot/cancelled). Input debit card information on Card.
Monitor and maintain members’ special/term deposits (fixed deposits and Golden Harvest).
Prepare loan documentation for loans offered by the Credit Union.
Ensure the correct account menu and fields are selected when inputting and validating data.
TELLER
Operate a Teller window to serve the Credit Union’s Members by:
balancing cash daily
accepting payments for all loans
accepting deposits and dispensing withdrawals whilst ensuring proper verification and authorization of all transactions
prepare and disburse Gateway loan within shares
process remittance transactions
Ensure that all transactions are correctly posted to the Members Account.
Refer and report all discrepancies to the Teller Supervisor based on company policy and procedures.
Balance Cheque totals with Operating System, print and attach relevant documentation before passing to Teller Supervisor for checking within the stipulated timeframe and guidelines.
Balance cash and populate Cash Balance in Operating System ensuring that all documentation (withdrawal/lodgement slips, etc) are attached to the generated report(s) before check off by the lock –up Officer.
Locate any differences and correct entries.
Comply with all department and company policies and procedures maintaining strict adherence to Teller and Operational Risk Policies.
Authority to:
Propose portfolio mix for customers
Input and access member information
Create records and commit information in the Operating System as stipulated.
Performance Criteria:
This job is satisfactorily performed when:
Customer service culture is maintained at distinguishing level.
Waiting period is minimized and satisfaction level optimized.
There is effective cross-selling, retention/expansion of member base.
Members/contacts’ queries and complaints are satisfactorily settled.
Member accounts are effectively maintained.
Professionalism, confidentiality, trust, honesty and integrity are maintained.
Agreed objectives are consistently achieved or exceeded.
There is no deviation from the credit union’s or government’s stipulated regulations, policies, processes, standards and procedures.
Open communication and positive interactions are maintained within the Credit Union.
There is timely and accurate inputting of data.
Transactions are processed according to agreed standards and within stipulated timeframe.
identify sales opportunities
assess member needs and propose solutions to meet those needs
negotiate changes based on established policies and procedures
Monitoring and Reporting
Assist in the preparation of the Branch’s monthly performance report; attend monthly department meetings to discuss performance, ensuring there are diagnoses and prognoses for any performance variances.
Qualifications
Minimum Requirements
Specific Job Knowledge, Skills and Competencies:
In depth knowledge of the Credit Union’s products, systems, strategies, policies and procedures.
Sound knowledge of general Credit Union principles and procedures.
Knowledge of the Acts and Regulations governing Credit Unions (e.g. Co-operative and Friendly Societies Act, Money Laundering Act (POCA), TPA etc.).
In depth knowledge of the concepts, principles and practices of sales, marketing, customer relations and financial planning.
Well-developed negotiation, sales skills.
Capacity to organize and prioritize work.
Ability to adapt to changes in the workplace.
Possess telephone etiquette techniques.
Motivated by the attainment of excellent customer service.
Qualifications and Experience:
Diploma in Business Administration and Management, Accounting, Finance or equivalent from an accredited training institution.
Formal Training in Customer Service, an asset.
Two (2) years’ experience in a similar position, particularly in Member (Client/Customer) Relationship in a credit union, commercial or investment bank.
(C) Working Conditions:
Some mental pressure due to demand by Members and Staff.
Normal office environment.
Required to work at various hours/days (including weekends) as necessary to handle job activities and responsibilities.
Nice to have
REPORTING RELATIONSHIPS
Reports Directly To: Branch Supervisor
Nature of Supervision: Periodic supervision based on broad procedures and established objectives
In-directly: Branch Manager & General Manager Retail Operations
Liaises With
Internally: All Departments
Frequency: As necessary
Externally: Members/Potential Members/Contacts Frequently
⏳ Deadline: Oct 28, 2023