Financial Services Representative

Job Summary
The Financial Services Representative (FSR) is responsible for providing exceptional Member/Customer service including efficient and accurate transaction processing; promotion of electronic channels, upselling and cross-selling across the VM Group.

MINIMUM EDUCATION REQUIREMENTS

• Bachelors of Science Degree from a recognized tertiary institution

CERTIFICATION

• Certificate, VMBS training or equivalent

MINUMUM EXPERIENCE REQUIREMENTS

• Three (3) years’ progressive experience

Functional/ Technical Skills required

• Knowledge of the Society’s operations with respect to savings and investment instruments and their corresponding procedures essential
• Knowledge of FATCA and Anti-Money Laundering Procedures
• Detail oriented, high degree of accuracy
• Strong communication & organizational skills
• Excellent customer service skills, attentiveness, information retention, tact and diplomacy in dealing with both customers and employees
• Ability to work in a fast-paced environment & under pressure as needed
• Computer literate

Job Responsibilities

• Utilise the Group Service Standards and Service Level Agreements (SLA) in every interaction with Members/Customers and Team Members
• Prioritise and follow through to ensure satisfaction with all Member/Customer transactions, queries and communication
• Promote the use of digital channels (ABMs, iABMs, POS, online banking and other channels)
• Maintain a positive, empathetic and professional attitude toward Members/Customers at all times.
• Comply with all branch and organisational policies, procedures and regulations
• Represent the Society in a manner that maintains and expands positive relations with all existing and potential Member/Customers and co-workers.
• Maintain the highest level of confidentiality with all information obtained
• Cross-sell VM products and services by responding to inquiries; promoting new products and services; making referrals to relevant sales teams.
• Comply with the Society’s policies and operational procedures by adhering to all dual-control functions
• Contribute to the fulfillment of branch and organisational objectives and goals
• Prepare STRs and TTRs when required
• Other duties as assigned.

Additional responsibilities under the specific areas of focus:
Customer Service:

• Proactively demonstrate lobby leadership in the Member/Customer waiting areas by greeting and engaging customers in a range of sales, service and informational conversations
• Onboard new Members by opening personal and non-personal savings and investment accounts
• Maintain Member records and account information in keeping with KYC requirements

Channel Migration:

• Develop and implement the branch channel migration plan in collaboration with branch leadership and Team Members.
• Promote and demonstrate the use of alternate channels (ABM, iABM, Online Financial Services, POS, etc)
• Comb in-branch queues, communicating with Member/Customers to identify sales opportunities

Sales Support:

• Collaborate with branch sales team to organize and execute promotional and revenue driven activities
• Identified and generate sales leads to close gaps in financial targets

Cash handling: (as scheduled by branch leadership)

• Provide account services to Members/Customers by processing cash, cheque and foreign currency transactions, providing information relating to account balances and statuses.
• Examine transaction vouchers, cheques and other instruments for endorsements to verify accuracy, and completeness
• Assist with the balancing of ABMs and iABMs when rostered.
• Balance cashbox daily in accordance with Teller Balancing procedures