MEMBER SERVICE REPRESENTATIVE

Rise & Learn Global is a Human Resource Solutions Organization that believes in impacting lives and
multiplying the impact. Our Vision is to develop world-class leaders in all spheres of life through our
solutions which include Human Resource Outsourcing, Consulting, Coaching, Training, Recruitment, and
Youth Empowerment programs. For more information visit www.riseandlearn.ke

Our client – UNFCU, is a not-for-profit cooperative with a mission to serve the financial needs of the UN
community which comprises over 200,000 members globally. UNFCU has an opening for the position of
Member Service Representative – at the Nairobi office.

POSITION SUMMARY:
This is a fast-paced, high-foot-traffic work environment. You will provide exceptional service to UNFCU
membership and colleagues promptly and courteously within established guidelines, most often facilitated
through building effective relationships and diligent problem-solving. Responsible for determining members'
financial needs and making referrals where necessary, promoting the Credit Union's product line, processing
new accounts/loan applications, resolving member account/loan problems, and assisting members and
colleagues to the extent possible. The ideal candidate should be a self-starter, have very strong
communication skills across all platforms (in-person, phone, and/or email), and be highly service-oriented.

ACCOUNTABILITIES:
• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by
providing an exceptional service experience to colleagues and members alike through consistent
demonstration of our service excellence behaviors.
• 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.
• Investigate issues with member accounts/loans, determine the action necessary to resolve the
issues, and ensure action is taken in a timely fashion; follow up to ensure that the issue is corrected,
and keep members informed of the status of their issues.
• Ensure compliance with applicable regulations and UNFCU policies and procedures, and keep
abreast of changing/new regulations, UNFCU products, procedures, and technology.
• Verify eligibility of prospective members, establish new memberships, and open new accounts.
• Maintain confidentiality of all member account information.
• Assist with various functions that contribute towards the increased efficiency of the office, including
but not limited to performing clerical/reception duties when necessary.
• Make member presentations and carry out member service calls to members within assigned
locations and out-of-duty stations as required.
• Participate in Credit Union training programs.
• Perform additional responsibilities as assigned.
• Exhibit flexibility and perform any other functions as requested by management. Uphold UNFCU’s
compliance with the Bank Secrecy Act and anti-money laundering policies and procedures,
including:
▪ Maintain awareness of and report suspicious activity
▪ Complete all relevant BSA reports promptly and accurately (e.g., CTRs, SARs)
▪ Complete annual BSA/AML/OFAC training
TYPE & AMOUNT OF EXPERIENCE:
• University graduate and a minimum of 2 years of experience in a financial institution
• Experience with retail banking products and services and ATM supervision and reconciliation
preferable

TECHNICAL COMPETENCIES:
• 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.
• Proficiency in Microsoft Office and the ability to learn and use other relevant applications.

BEHAVIORAL COMPETENCIES:
• Friendly, positive, and strong service orientation
• Excellent oral and written communication skills (English and Swahili required)
• Excellent interpersonal skills, tact and diplomacy, and awareness and sensitivity to cultural
differences of others
• Ability to make independent decisions and take initiative.

WORK ENVIRONMENT/CONDITIONS:
• On-site work model.
• Standard office conditions.

How to Apply
All interested applicants are encouraged to submit their application ONLINE on or before 25th August 2023
5PM.