Member Service Supervisor - UNFCU

1. 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.

• Ensure Representative Office Member Service staff utilizes the Service Excellence Model to:
• Provide a memorable member experience at each and every touch point;
• deepen connections with members to better understand their needs by asking effective questions and building relationships;
• 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;
• ensure that members’ concerns, problems, and complaints are responded to and resolved  immediately in a fair and positive fashion, resulting in the recovery of member satisfaction and continued member loyalty.

2. Ensure the delivery of high-quality service to members in the RO environment by making sure that they are served effectively and promptly.

3. Select, develop, train, coach, evaluate and motivate the Representative Office Member Service staff to maximize performance and foster a service and sales culture of excellence.

4. Monitor sales results and execute monthly coaching sessions with the RO staff, using the Service Excellence Model to satisfy member needs, develop sales skills, and meet established targets.

5. Prepare and maintain records of employee productivity, sales tracking, quality control and attendance.

6.Utilize the results of UNFCU’s sales and service to provide feedback and performance coaching to the RO staff members to improve individual performance.

7. Ensure that all UNFCU policies, procedures and controls pertaining to the office are adhered to at all times; ensures full compliance with all regulations; develop and update procedures related to office activities.

8. Liaises with the various vendors and internal departments, including collaborating with the Corporate Marketing department in developing and displaying marketing materials.

9. Works on, or supervises, various RO projects and on-going tasks such as bank deposits, payroll deduction and other similar processes.

10. Acts as a custodian of all sensitive branch keys, combinations and passwords when applicable.

11. Works on, or supervises, various Representative Office projects and on-going tasks such as bank deposits, payroll deduction, plastic card control, ATM backup Custodian and other similar processes.

12. Perform additional responsibilities as assigned

13. 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

Who We Are Looking For:

Minimum Qualifications & Experience:

•  Bachelor’s degree in Business Administration, Finance, or a related field
•  5 years of proven work experience in a supervisory role
•  Demonstrated sales accountability in a financial services institution

TECHNICAL SKILLS:

•  High proficiency in software applications, case management systems, Microsoft Office and ability to learn and use other applications
•  Ability to plan, organize and implement processes and procedures to ensure efficient operations and exceptional member experience
•  Compliance to Local and International Regulations

BEHAVIORAL COMPETENCIES:

Leading the organization:

• Managing change

• Solving problems and making decisions

• Managing politics and influencing others

•  Taking risks and innovating

• Setting vision and strategy

•  Managing the work

• Enhancing business skills and knowledge

• Understanding and navigating the organization

Leading the self:

• Exhibiting leadership stature

•  Increasing your capacity to learn

• Managing yourself

• Increasing self-awareness

• Developing adaptability

Leading others:

• Team Leadership and People Management Skills\
• Ability to inspire and motivate others
• Coaching for Performance
• Developing Others
• Managing effective teams and work groups
• Communicating effectively
• Valuing diversity and inclusion
• Stakeholder management
• Cross-cultural management

KEY BEHAVIORAL COMPETENCIES:

• Integrity: Demonstrates ethical conduct, honesty and maintains confidentiality.
• Emotional Intelligence: Exhibits empathy, self-awareness, and strong interpersonal skills.
• Driven to perform: Displaying drive and purpose

Why Join UNFCU?

• Work with a globally recognized financial institution serving the UN community.
• Gain exposure to international banking standards.
• Competitive salary and benefits in a dynamic, fast-paced work environment.

HOW TO APPLY

All interested applicants are encouraged to submit their application ONLINE on or before 31st May 2025 5PM.