Member Service Officer

Job Summary

The Member Service Officer performs clerical duties of a general nature according to established procedure.

Job Duties

• Preparation of letters to members (Embassy letters, balances etc)
• Provide general information to members and the public.
• Receive new membership.
• Process and data entry of Membership Application according to the established policy.
• Processing of Company Services and Telephone services to members.
• Assist, guide and cross sell members all of Company Products and Services.
• Answering calls, dealing with enquires, providing information and taking referrals as necessary.
• Process incoming mails (open, stamp, record and forward to the relevant Department).
• Preparation of letters for outgoing standing order cheques and ensure timely dispatch to the relevant third parties.
• Order stationery for the department
• Disbursement of cheques and letters
• Dispatching of documents to the courier
• Signing up members for the Visa Debit Card
• Ensure that External bank Debit Card Application Forms are correctly completed and all supporting documents are current and in accordance with External Bank requirements. Forward these documents to the Product Administrator.
• Update Debit Card Membership Data on CuriseNet for new members.
• Inform members via letter and/or telephone to collect their Visa Debit Cards.
• Issue External Bank Visa Debit Cards to new members and record its issuance in the Visa Debit Card Register.
• Receive cards from Courier and forward to Product Administrator &/or distribute to relevant Branch.
• Destroy all Visa Debit Cards that are defective, expired or have been surrendered by members.
• Maintain filing systems and procedures related to the Visa Debit Card.
• Receive dispute resolutions and lost/stolen card reports from members and forward to Product Administrator.
• Request manual transaction processing and follow through with Product Administrator.
• Signing up members for Insurance Life Products
• Inform members via letter and/or telephone whether or not their plan has been approved by Life Insurance Provider. Also advise members when additional information or documentation is required.
• Ensure that Insurance Life Claim Forms are correctly completed and forwarded to Product Administrator.
• Distribution of Insurance Life Health Card to members ensuring a record of its issuance in the Register.
• Contact members to advise on collection of Certificates.
• Disburse Certificate to members ensuring proper records are kept.
• Maintain filing systems and procedures relative to all Products.
• Receive all Insurance Life Forms: Application; Change of Plan, Change of Insured, Change of Beneficiary; FIP Claims; Guardian Life Application; Health Claims.
• Maintain filing systems and procedures relative to all Products.
• Assist the Members Service Department to ensure the Company goals are met.
• Participate in projects and follow through on assignments related to business growth and member service initiative as required.
• Any other duties or special projects based on the objectives of the Society.
• Ensure member satisfaction.
• Ensuring that the Company’s external image is favourable over the telephone
• Timely processing of incoming mails and all other applications relative to all products.
• Timely preparation on membership packages and all other duties
• General filing and maintenance of records.
• Any other responsibilities designated by the Line Manager or Branch Supervisor.

Job Requirements

• At least five (5) ordinary level CXC / GCE subjects including English language and Mathematics.
• Knowledge of using Microsoft Word & Excel
• At least one (1) years’ experience in a similar field in a related industry.

Job Ref: RM