Job Information
Manager - Member Services
Company Information
Job Information
Description
Job Type
Full-time
Department
Category
Management
Posted
15-07-2018
Job Status
Start Publishing
15-07-2018
Stop Publishing
24-07-2018
JAMAICA TEACHERS’ ASSOCIATION CO-OP CREDIT UNION LTD. (JTACCUL) Applications are invited from qualified persons to fill the post of MANAGER, MEMBER SERVICES
Job Scope:
The incumbent will be responsible for defining, implementing, monitoring and enhancing an enterprise-wide member experience strategy built to exceed expectations and drive Member loyalty. Additionally, the person will ensure the delivery of exceptional service and support to JTACCUL’s Members through various member contact touchpoints, including in-branch, telephone, e-mail, web-based applications and fax. Responsibilities also include conducting research aimed at identifying service deficiencies, reporting findings, recommending solutions and monitoring the implementation of programmes designed to enhance the quality of JTACCUL’s member experience.
Core Functions:
The functions of the position include but are not limited to:-
- Lead the design and implementation of a member experience strategy across the Credit Union
- Identify areas of dissatisfaction and develop plans to monitor and make improvements that will ultimately lead to improved experience for internal and external members at all locations
- Monitor the activities of all Member Services personnel to ensure accurate and timely delivery of service
- Document member experiences, recommend measures to reduce or mitigate service delivery challenges
- Collate all member complaints submitted through the various service points and implement respective corrective actions
- Provide information on and promotes the Credit Union’s products, services and activities
- Conduct site visits and presentation at meetings and conferences to recruit prospective members
- Resolve escalated complaints or disputes and monitor speed of service to members
Qualification and Experience:
- Bachelors Degree preferably in Business Administration
- Minimum of three (3) years’ experience in a similar position
- Excellent Customer Relations skills
- Excellent knowledge of loan administration and policies
- Excellent oral and written communication skills
- Proficiency in Microsoft Office productivity tools
- Excellent interpersonal skills with the ability to be a flexible team player
- Excellent problem solving skills and decision making skills
- Ability to work under pressure and pay attention to detail
- Maintain high degree of confidentiality
Interested persons are invited to submit applications to hrjobs@jtacreditunion.com or addressed to:
The HRD & Administration Manager,
97A Church Street,
Kingston
by TUESDAY, JULY 24, 2018
Facebook Comments
