Member Service Assistant

Date posted:

Department:

Retail Branches

Location:

Vienna, Austria

Description:

Under general supervision, utilizes the Con2ect Member Experience Model to provide superior service to UNFCU membership promptly and courteously within established guidelines, most often facilitated through building effective relationships and diligent problem solving.

An incumbent in this position performs a variety of duties pertaining to the resolution of member inquiries, dissemination of information, and coordinating overall facilitation of member satisfaction through interactions with other branch staff. An Assistant MSR is distinguished from an MSR by limitations in authorization to perform certain member service related activity.

Accountabilities:

• Utilize the UNFCU sales and service model to provide a memorable member experience at each and every touch point.
• Utilize the UNFCU sales and service model to deepen connections with members to better understand their needs by asking effective questions and building relationships.
• Utilize the UNFCU sales and service model to become a trusted advisor to members by presenting the features and benefits of UNFCU’s products and services that will best satisfy their current and future needs.
• Meet, greet, and direct members; coordinate and arrange appointments with other branch staff.
• Respond to routine account inquiries and assist members in the completion of all forms and applications.
• Counsel Members by presenting the features and benefits of Credit Union products and services.
• Process routine requests i.e. stop payments, address changes, balance letters, checkbook and photocopy orders, enrollment in eStatements, local bank deposits and PIN changes.
• Verify eligibility of prospective Members; provide first guidelines and instructions to them.
• Process all incoming and outgoing mail items.
• Scan all documents generated by Member Service activities.
• Maintain confidentiality of all member account information.
• Participate in Credit Union training programs.
• Provide support and develop a good working relationship with all Member Service team members.
• Perform any other functions as requested by Supervisor/Management which stay within the competence of UNFCU business in Vienna.

Qualifications:

TYPE & AMOUNT OF EXPERIENCE:
• High School (secondary school) graduate certificate.
• Minimum 1 year customer service experience, preferably in retail banking.

TECHNICAL COMPETENCIES:
• Full range of professional recruiting/sourcing knowledge, best practices and related laws.
• Knowledge of regulations pertaining to accounts, services, confidentiality and lending, and/or ability and willingness to learn these as well as other skills and practices, is required.

BEHAVIORAL COMPETENCIES:
• Must possess a friendly, positive and strong service orientation.
• Must have excellent communication and presentation skills, computer ability, sales orientation, fluency in German and English.
• Professional appearance and willingness to work occasional overtime hours.
• Excellent interpersonal skills and detail orientation

WORK ENVIRONMENT/CONDITIONS:
• Standard office conditions

In addition to any specific job requirements in connection with Bank Secrecy Act and/or OFAC (BSA), employee must (i) be aware of BSA matters commensurate with the position; (ii) report any suspicious activity to the manager or compliance department; and (iii) satisfactorily complete any required BSA training.