Member Service Supervisor at Rise & Learn Global

We are looking for a Member Service Supervisor to join the Nairobi office. This role will report to the Manager, Nairobi Representative Office. The job holder will be required to Uphold UNFCU’s commitment to providing quality member service and represent the organization in a positive and professional manner at all times. Utilize the Service Excellence Model to supervise, coach, motivate, and develop the Representative Office Member Service staff to establish effective member relationships. Ensure the delivery of high-quality member service by applying Service Excellence principles. Supervise daily office operations and ensures staff adheres to all policies, procedures, and security and compliance laws. Uphold UNFCU’s mission and core values by promoting teamwork, developing staff, and leading by example. Drive achievement of corporate and office goals and objectives. Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct.

KEY RESPONSIBILITIES

• 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.
• Ensure the delivery of high-quality service to members in the RO environment by making sure that they are served effectively and promptly.
• 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.
• 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.
• Prepare and maintain records of employee productivity, sales tracking, quality control and attendance.
• Utilize the results of UNFCU’s sales and service to provide feedback and performance coaching to the RO staff members to improve individual performance.
• 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.
• Liaises with the various vendors and internal departments, including collaborating with the Corporate Marketing department in developing and displaying marketing materials.
• Works on, or supervises, various RO projects and on-going tasks such as bank deposits, payroll deduction and other similar processes.
• Acts as a custodian of all sensitive branch keys, combinations and passwords when applicable.
• 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.
• Perform additional responsibilities as assigned.
• 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