Operations and Member Services Officer

Job Title: OPERATIONS AND MEMBER SERVICES OFFICER

Job Summary: Supervision of all member service with the exception of loan facilities, to ensure timely, thorough delivery of services and through the maximum utilization of front-line staff resulting in increased customer satisfaction, loyalty and retention. Assist in identifying new business opportunities, developing and establishing new and existing business relationships in order to generate revenue, improve the Society’s net surplus and to foster business growth and enhancing the operations of the business, position and reputation.

DUTIES AND RESPONSIBILITIES

1. Oversight of the Society’s new membership and member due diligence documentation.
2. Oversight on members’ insurance services to ensure timely remittance
3. Oversight on the preparation of death claims inclusive of account reconciliations.
4. Oversight on all deduction on Emortelle system prior to dispatch to employers.
5. Research and identify new business opportunities including new market growth areas, trends, new members, products and services.
6. Assist in creating sales pipelines, promotional strategies and activities and plan sales campaigns to grow and maintain members relationships.
7. Ensure timely updates on processing of member transactions i.e payrolls, online payments, fixed deposit, deductions, online and mobile payments, insurances etc.
8. Communicate with all new and existing members to establish relationships and conduct exit interviews with the objective of retaining members.
9. Work strategically to carry out necessary planning in order to implement operational changes.
10. Oversight on all aspects of daily member service activities in office, virtual and online services.
11. Responsible for all member services for all branches. Including scheduling staff and assigning duties.
12. Oversee the maintenance and upkeep of equipment utilized by member services.
13. Maintain a highly motivated and member-oriented staff.
14. Maintain the cashiers float system
15. Oversight and Implementing Control Systems necessary for the proper operations of the member services in conjunction with the Manager Operations.
16. Assist with members requests for resignations, liquidations and share withdrawals with the objective of both retaining and soliciting business from the membership to deter their actions of exiting the Society or terminating their contractual arrangement.
17. Execute objective for improved customer service and ensure that high performance standards are maintained.
18. Execute semi-annual performance assessment on subordinate staff on 01 May and 01 November each year.
19. Preparation of operations reports to Manager Operation.
20. Meet and exceed the set KPI which will be revised from time to time.
21. Any other related duties assigned by Manager Operations.

QUALIFICATIONS

• Bachelor Degree in Management/ Accounting
• Minimum of five years experience in a supervisory capacity;
• Working experience in a Credit Union will be an asset
• Knowledge of Emortelle will be an asset
• Knowledge of IFRS 9 will be an asset
• Possession of a Master’s Degree will be an asset