Apprentice Member Service Officer

• To be responsible for providing effective and member-focused reception, teller and administration services
• To meet and greet members and visitors in a pleasant, courteous and co-operative manner
• To be sensitive to members’ needs and to be aware at all times of the need to act discretely when discussing members’ business
• To remain sensitive to the member’s situation and to deal with members’ difficult personal situations with compassion and sincerity
• Ensure that members’ expectations are exceeded, and their needs are promptly and pleasantly attended to by providing service and information in a pleasant, efficient manner via personal contact, telephone or correspondence, including researching and solving member questions, problems, and complaints concerning Credit Union accounts
• Account verifications
• Open accounts
• Assist members in completing loan applications and other forms when necessary
• Answer questions on any aspect of member enquiries
• Assist members with basic questions regarding their account
• Promote the values and principles of responsible savings and borrowing to members
• Cross train and fill in for the teller and administration positions when needed
• Promote and cross-sell credit union products and services
• Answer Telephone, emails and Intercom “chatbot” when needed
• Keep all Credit Union member and employee-related business in strictest confidence
• Treat all Credit Union members, volunteers and employees with a positive and cooperative attitude
• Consistently maintain and improve skills and knowledge for efficient service delivery
• Maintain accurate member records and make adjustments where necessary
• Perform all other duties as assigned 

Customer Service Practitioner Level 2.

Potential progression within the business and onto further apprenticeship programmes.