Member Service Representative

About the role

The Member Service Representative provides prompt, courteous, and exceptional service to UNFCU members, building effective relationships and resolving issues diligently. This role supports the credit union’s operations in Senegal by handling member inquiries, processing applications, and ensuring compliance with regulations and internal policies.

Key responsibilities

• Greet members, vendors, and guests, determine inquiry nature, and direct them to the appropriate department.
• Answer incoming telephone calls and route inquiries as needed.
• Sort and distribute mail and faxes, and prepare correspondence.
• Assist with functions that improve business efficiency and member‑related services.
• Record and track office performance and support short‑ and long‑term projects.
• Participate in training programs and conduct market or competitive research when requested.
• Create and maintain databases and spreadsheets for departmental reporting, including simple to intermediate database queries.
• Maintain calendars, schedule meetings, coordinate travel, and handle expense reconciliation.
• Uphold compliance with the Bank Secrecy Act and anti‑money‑laundering policies, including reporting suspicious activity and completing required BSA reports.

Required profile

• University degree.
• Three to four years of experience in a financial institution, preferably with retail banking products.
• Knowledge of regulations governing accounts, confidentiality, and anti‑money‑laundering requirements.

Required skills

• Database query creation.
• Spreadsheet management.